Charity, Health, Education, Other, IE News

IE scores big for client satisfaction in NPS survey

We asked our clients how likely they are to recommend us to others, and they collectively rated IE a brilliant 8.6/10. We're using NPS (Net Promoter Scores) as an ongoing measure of our clients' satisfaction, across brand and digital projects.



IE has grown – from our MD Ollie Leggett on his tod 22 years ago, to the agency we are today – largely through recommendations, from one delighted client to another. That's why we prioritise great service and strong relationships between IE and our clients.

As part of our ongoing drive for improvement, we've introduced Net Promoter Scores as way of measuring client satisfaction and keeping an eye on how we're doing. The NPS question asks "how likely are you to recommend IE to others?" from 0 to 10, 10 being highly likely.

We're delighted to say that the average score across all our clients was a fantastic 8.6 out of 10 over the last three months. That's across our clients in Brand and Digital (and often both) and includes maximum points from the likes of Career Ready, University of Southampton and the British School of Osteopathy. 

"Impressive and creative"

As well as a score out of ten, we also ask clients for an optional comment on their reasons for the rating, and their feedback includes such compliments as:

  • "Impressive and creative response to our needs."
  • "Friendly and flexible to help meet our demands."
  • "Team really responsive and patient."
  • "Excellent customer service, very quick to respond to queries or concerns."

We've built NPS surveys into our standard project processes, so we ask for feedback every time we complete a project, to check whether the client is happy with their experience of working with IE, the quality of our work and the service we've delivered. For ongoing accounts we also ask the question on a three-monthly rolling basis.

We know we're not perfect, so – while we’re chuffed with the results so far – we'll keep striving to improve.

Innovative brand and digital experiences

IE exists because Charity, Health and Education brands, more than any other, simply can’t afford to be lost in the crowd. We're founded on the core belief that the world’s values-driven organisations deserve the very best: the best thinkers, the best creatives, the best developers and the best service.

They need agency partners that understand their audiences and their challenges, and who can translate this insight into innovative brand and digital experiences – increasing their impact and reach.

If you’re looking for an agency partner, IE could be just what you're looking for. We'd love to hear from you. 

We genuinely felt that the team at IE challenged us and managed to bring the best out of our brand. The designer was absolutely amazing and made the process of amending designs painless.

Jade Phillips
Brand & Communications Lead, CharityJob