greenough 2011 client satisfaction survey results

8/2/2019 Greenough 2011 Client Satisfaction Survey Results

1/38

Client Satisfactionresults and analysis

2011


2/38

Survey Respondents | the details

18 individuals responded

12/22 clients responded

10 clients did not respond 1366

Aprimo

The Cam Neely Foundation

The CarbonNeutral Company

D&B Credibility Corp

Mirick OConnell

Mobile Messenger

NECEC

Thermo Fisher Scientific

Thermo PID


3/38

Survey Questions

1. I think of Greenough as an extension of my own team2. My Greenough team demonstrates passion for my business3. My Greenough team delivers on the programs and goals set out

in the scope of work4. My Greenough team delivers creative ideas beyond the scope

of the program5. My Greenough team is proactive; they take action without

being asked6. My Greenough team understands my business and delivers

strategic counsel/plans7. My Greenough team demonstrates a high caliber of writing

8. My Greenough team is proficient in social media and digitalmarketing

9. I trust my Greenough team to work with my customers/clientsto build reference programs and/or coordinate inclusion inother sales and marketing activities

10.My Greenough team creates programs which help drive sales11.My PR program yields results


4/38

Survey Questions and Averages

-Work with my customers/clients to build referenceprograms and/or coordinate inclusion in othersales and marketing activities

-Passion for my business-Delivers on programs and goals-Extension of my own team-Overall I am satisfied-Proficient in social media and digital marketing

-Creates programs which help drive sales-Yields results-Proactive; take action without being asked-Value for my budget-Understands my business and delivers strategic

counsel-Delivers creative ideas beyond the scope-Demonstrates a high caliber of writing

9.8

9.49.39.29.1

9.19.08.98.68.68.6

8.58.3

AVERAGE TOTAL SCORE:8.95

above

average


5/38

Overall Approval Rating

1. Extension of my own team

2. Demonstrates passion for my business

3. Delivers on programs and goals set out in the scope of work

4. Delivers creative ideas beyond the scope of the program

5. Proactive; they take action without being asked

6. Understands my business and delivers strategic counsel/plans

7. Demonstrates a high caliber of writing8. Proficient in social media and digital marketing

9. Work with my customers/clients to build reference programsand/or coordinate inclusion in other sales and marketing

activities10.Creates programs which help drive sales

9.2

9.49.38.58.68.6

8.39.19.8

9.0

8.98.622.75

TOTAL : 130.05

percent satisfaction 130.05/145= 89.68%

weight system:

Qs 1-12 = 10 points

Q 13 = 25 points

total possible points = 145


6/38

Resultsby question


7/38

results | an extension of my team

0

1020

30

40

50

60

70

80

90

100

10 9 8 7 6 5 4 3 2 1 n/a

2011 =9.2

2010 =8.8

+4.5%


8/38

results | passion for my business

0

1020

30

40

50

60

70

80

90

100

10 9 8 7 6 5 4 3 2 1 n/a

2011 =9.4

2010 =8.5

+10.5%


9/38

results | delivers on programs and goals

0

1020

30

40

50

60

70

80

90

100

10 9 8 7 6 5 4 3 2 1 n/a

2011 =9.3

2010 =8.2

+13.4%


10/38

results | delivers creative ideas

0

1020

30

40

50

60

70

80

90

100

10 9 8 7 6 5 4 3 2 1 n/a

2011 =8.5

2010 =7.5

+13.3%


11/38

results | proactive, takes action without beingasked

0

1020

30

40

50

60

70

80

90

100

10 9 8 7 6 5 4 3 2 1 n/a

2011 =8.6

2010 =7.7

+11.7%


12/38

results | understands my business, offersstrategic counsel

0

1020

30

40

50

60

70

80

90

100

10 9 8 7 6 5 4 3 2 1 n/a

2011 =8.6

2010 =7.5

+14.6%


13/38

results | demonstrates a high caliber of writing

0

1020

30

40

50

60

70

80

90

100

10 9 8 7 6 5 4 3 2 1 n/a

2011 =8.3

2010 =7.7

+7.7%


14/38

results | proficient in social media

0

1020

30

40

50

60

70

80

90

100

10 9 8 7 6 5 4 3 2 1 n/a

2011 =9.1

2010 =8.6

+5.8%


15/38

results | work with my customers/clients

0

1020

30

40

50

60

70

80

90

100

10 9 8 7 6 5 4 3 2 1 n/a

2011 =9.8

2010 =8.4

+16.6%


16/38

results | creates programs to drive sales

0

1020

30

40

50

60

70

80

90

100

10 9 8 7 6 5 4 3 2 1 n/a

2011 =9.0

2010 =6.6

+36.3%


17/38

results | yields results

0

1020

30

40

50

60

70

80

90

100

10 9 8 7 6 5 4 3 2 1 n/a

2011 =8.9

2010 =8.4

+5.9%


18/38

results | provides value for my budget

0

1020

30

40

50

60

70

80

90

100

10 9 8 7 6 5 4 3 2 1 n/a

2011 =8.6

2010 =8.2

+4.8%


19/38

results | overall, I am satisfied

0

1020

30

40

50

60

70

80

90

100

10 9 8 7 6 5 4 3 2 1 n/a

2011 =9.1

2010 =8.3

+9.6%


20/38

Resultsby client


21/38

Best and Worst

most satisfied 1. Hydroid 100%

2. Arbella 96%3. Network Health

96%

4. Velocity 94%

5. EcoCAR 93%6. Harvest 89%

7. Numara Software87%

8. Day Pitney

least satisfied 1. Compete

56%

2. Virtual Computer74%

3. Virtela77%


22/38

2011 grades

5As4Bs

2Cs1 F


23/38

RemarksI really enjoy working with our team. In the past we did not

leverage the talent effectively. My goal has been to really

change the awareness of our company and Greenough hasbeen critical in this mission.-Dave Hansen, Numara

I value the team's honest opinions, and you are clearly expertsat what you do. We are just getting started together at thisnew company, so I look forward to building up momentum.

-Amber Blaha, Velocity

Velocity is my third time around with Greenough. I wouldn'thave it any other way. At my last company, Greenough

was one of several agencies we had around the world. Theyset the standard for all of them to strive for.

-Doug Mow, VelocityThe Greenough Team has done a GREAT job keeping relations

going with industry websites. I think we do need to figureout how to get more quality press. I would like to look atwhat Wanova has gotten in terms of quality of press andcompare to Virtual Computer when we kick off again in

January.-Sham Sao Virtual Com uter


24/38

RemarksMy one comment is that no one from my Greenough team has

come to New York to meet with me. It's been discussedseveral times, but it still hasn't happened and I don't thinkthe client should have to ask for it. The work being done isgreat, but it just seems like good business to visit a client

once a year.

Jeff Mutterperl, Day Pitney

The Greenough team brings a variety of skill sets to the table.On days of big press releases they've demonstrated a great

team effort at tracking news, monitoring coverage, andreporting back to us.

Meredith Sorensen, Harvest Power

I really enjoy working with Greenough, Amy and Sarah are afantastic team.

Lorna Bandstra, Hydroid

The team has been doing an excellent work in successfully

executing our PR programs, and has been instrumental ineffectively positioning our company's thought leadership


25/38

Hydroid | 100% satisfaction (2010 statsN/A)

0

1

2

3

4

56

7

8

9

10

Extensionofmy

team

Passionformy

business

Deliverson

programs

CreativeIdeas

Proactive

Understandsmy

business

HighCaliberof

Writing

Proficientin

SocialMedia

Workswith

customers

DrivesSales

YieldsResults

Valuefor

Budget

Overall

Satisfaction

Hydroid =10 Average Agency Average


26/38

Arbella| 96% satisfaction, no change from96% in 2010

01

2

3

4

5

6

7

8

9

10

Extensionofmy

team

Passionformy

business

Deliverson

programs

CreativeIdeas

Proactive

Understandsmy

business

HighCaliberof

Writing

Proficientin

SocialMedia

Workswith

customers

DrivesSales

YieldsResults

Valuefor

Budget

Overall

Satisfaction

Arbella Average =9.64 Agency Average


27/38

Network Health | 96% satisfaction(2010 stats N/A/)

01

2

3

4

5

6

7

8

9

10

Extensionofmy

team

Passionformy

business

Deliverson

programs

CreativeIdeas

Proactive

Understandsmy

business

HighCaliberof

Writing

Proficientin

SocialMedia

Workswith

customers

DrivesSales

YieldsResults

Valuefor

Budget

Overall

Satisfaction

Network Health=9.6 Agency Average


28/38

Velocity | 94% satisfaction (2010 statsN/A/)

01

2

3

4

5

6

7

8

9

10

Extensionofmy

team

Passionformy

business

Deliverson

programs

CreativeIdeas

Proactive

Understandsmy

business

HighCaliberof

Writing

Proficientin

SocialMedia

Workswith

customers

DrivesSales

YieldsResults

Valuefor

Budget

Overall

Satisfaction

Velocity=9.42 Average Agency Average


29/38

EcoCAR | 93% satisfaction, down from95% in 2010

01

2

3

4

5

6

7

8

9

10

Extensionofmy

team

Passionformy

business

Deliverson

programs

CreativeIdeas

Proactive

Understandsmy

business

HighCaliberof

Writing

Proficientin

SocialMedia

Workswith

customers

DrivesSales

YieldsResults

Valuefor

Budget

Overall

Satisfaction

EcoCAR =9.25 Average Agency Average


30/38

Harvest Power| 89% satisfaction, upfrom 88% in 2010

01

2

3

4

5

6

7

8

9

10

Extensionofmy

team

Passionformy

business

Deliverson

programs

CreativeIdeas

Proactive

Understandsmy

business

HighCaliberof

Writing

Proficientin

SocialMedia

Workswith

customers

DrivesSales

YieldsResults

Valuefor

Budget

Overall

Satisfaction

Harvest =8.91 Average Agency Average


31/38

Numara Software| 87% satisfaction(2010 stats N/A)

01

2

3

4

5

6

7

8

9

10

Extensionofmy

team

Passionformy

business

Deliverson

programs

CreativeIdeas

Proactive

Understandsmy

business

HighCaliberof

Writing

Proficientin

SocialMedia

Workswith

customers

DrivesSales

YieldsResults

Valuefor

Budget

Overall

Satisfaction

Numara=8.7 Agency Average


32/38

Day Pitney | 85% satisfaction, up from71% in 2010

01

2

3

4

5

6

7

8

9

10

Extensionofmy

team

Passionformy

business

Deliverson

programs

CreativeIdeas

Proactive

Understandsmy

business

HighCaliberof

Writing

Proficientin

SocialMedia

Workswith

customers

DrivesSales

YieldsResults

Valuefor

Budget

Overall

Satisfaction

Day Pitney =8.5 Average Agency Average


33/38

Virtusa | 85% satisfaction, down from95% in 2010

01

2

3

4

5

67

8

9

10

Extensionofmy

team

Passionformy

business

Deliverson

programs

CreativeIdeas

Proactive

Understandsmy

business

HighCaliberof

Writing

Proficientin

SocialMedia

Workswith

customers

DrivesSales

YieldsResults

Valuefor

Budget

Overall

Satisfaction

Virtusa =8.46 Average Agency Average


34/38

Virtela | 77% satisfaction, up from 72% in2010

01

2

3

4

5

6

7

8

9

10

Extensionofmy

team

Passionformy

business

Deliverson

programs

CreativeIdeas

Proactive

Understandsmy

business

HighCaliberof

Writing

Proficientin

SocialMedia

Workswith

customers

DrivesSales

YieldsResults

Valuefor

Budget

Overall

Satisfaction

Virtela =7.69 Average Agency Average


35/38

Virtual Computer| 75% satisfaction(2010 stats N/A)

01

2

3

4

5

6

7

8

9

10

Extensionofmy

team

Passionformy

business

Deliverson

programs

CreativeIdeas

Proactive

Understandsmy

business

HighCaliberof

Writing

Proficientin

SocialMedia

Workswith

customers

DrivesSales

YieldsResults

Valuefor

Budget

Overall

Satisfaction

Virtual Computer=7.46 Average Agency Average


36/38

Compete | 56% satisfaction, down from75% in 2010

01

2

3

4

5

6

7

8

9

10

Extensionofmy

team

Passionformy

business

Deliverson

programs

CreativeIdeas

Proactive

Understandsmy

business

HighCaliberof

Writing

Proficientin

SocialMedia

Workswith

customers

DrivesSales

YieldsResults

Valuefor

Budget

Overall

Satisfaction

Compete =5.62 Average Agency Average


37/38

Next Steps:

Review results with clients by march30th

Develop action plans forimprovement

Implement new practices by April30th


38/38

thank you.

greenough 2011 client satisfaction survey results

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