A measure of how well an agency's services meet or exceed client expectations.
A measure of how well an agency's services meet or exceed client expectations.
Client satisfaction measures the gap between what clients expect and what they experience. It's influenced by service quality, communication, responsiveness, results, and relationship dynamics. Satisfaction directly correlates with retention and referrals.
Satisfied clients are more likely to renew, expand services, and refer others. However, satisfaction alone is not enough—clients can be satisfied but still leave for competitors. The goal is client delight: exceeding expectations so significantly that switching feels risky.
Measuring satisfaction: NPS surveys after major milestones, regular check-in questions about experience, tracking response to deliverables, monitoring engagement patterns in client portal.
Angelwood increases satisfaction through transparency, responsiveness, and proactive communication that exceeds expectations.
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A composite metric that predicts client satisfaction and churn risk based on engagement signals.
The percentage of clients an agency keeps over a specific period, typically measured annually.
A structured meeting to review performance, discuss strategy, and strengthen client relationships every quarter.