For anyone who works in digital marketing and has clients or internal stake holders - which is a significant proportion of us! - it is vital we understand how they truly feel about the services we provide. Rather than simply relying on 'gut feeling', we need to measure satisfaction in a way that is structured and easily understood by everyone. In this talk Vicky will cover why it's important to measure client and stakeholder satisfaction, the types of measures you should use to do this, and practical tips & examples of how this can be done. The audience will leave with a better understanding of how measuring satisfaction supports business growth, and will be empowered with the tools & knowledge to take action straight away!

1. Vicky Simmance
Operations & Events Director
Client & stakeholder
satisfaction guaranteed
… or your money back!
https://omg.center/Info
@VickySimmance
#sob23

2. https://omg.center/Info
https://omg.center/Info
@VickySimmance
#sob23
Operational
excellence is
my passion!

3. https://omg.center/Info
What is client &
stakeholder satisfaction?
https://omg.center/Info
@VickySimmance
#sob23
Measurable
Structured
Understood

4. https://omg.center/Info
Why is it important to
measure satisfaction?
https://omg.center/Info
@VickySimmance
#sob23
Retain & upsell
Relationships
Improvements

5. How can we measure client &
stakeholder satisfaction?
https://omg.center/Info
@VickySimmance
#sob23
Leading Measures
Lagging Measures

6. https://omg.center/Info
How can we measure client &
stakeholder satisfaction?
https://omg.center/Info
@VickySimmance
#sob23
Lagging Measures
Leading Measures

7. https://omg.center/Info
What defines good
leading measures?
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@VickySimmance
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Predict satisfaction
Easy to complete
Objective

8. https://omg.center/Info
@VickySimmance
#sob23
Leading measures: Performance
SEO
Impressions
CTR
Traffic
PPC
Impressions
CTR
Conversions
Digital
PR
Outreach
Open Rate
Link Score

9. https://omg.center/Info
@VickySimmance
#sob23
Leading measures: Behaviours
Implemented recs?
Attended calls?
Flagged issues?
Clients & Stakeholders Your Team
Understand business?
Delivered as agreed?
Addressed issues?

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How to monitor
leading measures
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@VickySimmance
#sob23
Monthly on vs off track
Action plan
Aggregate results

11. How can we measure client &
stakeholder satisfaction?
https://omg.center/Info
@VickySimmance
#sob23
Leading Measures
Lagging Measures

12. https://omg.center/Info
Client survey:
Questions to include
https://omg.center/Info
@VickySimmance
#sob23
Start with end in mind
Consider audience
Less is more!

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@VickySimmance
#sob23
Client survey: Questions to include

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@VickySimmance
#sob23
Client survey: Questions to include

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@VickySimmance
#sob23
Client survey: Questions to include

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@VickySimmance
#sob23
Client survey: Questions to include

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Client survey:
When to send
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@VickySimmance
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After key interaction
Consider frequency

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@VickySimmance
#sob23
Client survey: Actioning feedback
Share with
Team
Prioritise
Measure
Impact!
Brainstorm
Agree
Actions

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Client survey:
Tools to create survey
https://omg.center/Info
@VickySimmance
#sob23

20. https://omg.center/Info
Measuring satisfaction:
Key takeaways
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Relationships & growth
Leading & lagging
Start with end in mind

21. https://omg.center/Info
Thank You!
Vicky Simmance
Operations & Events Director
https://omg.center/Info
@VickySimmance
https://omg.center/Info
@VickySimmance
#sob23