The average is higher than this figure because the multi-million dollar budgets of some larger firms skew the mean upwards. The largest amounts go to media relations. All categories declined in spending in 2001. Based on reported internet communications spending by participating clients. PR firm Performance Client satisfaction with agency performance improved in 2001.
Most clients remain committed to their firms.
We call these 10 the Key Drivers of client satisfaction because they have the greatest impact on how clients feel about the performance of their agency. The table below shows that overall performance on all the 10 key drivers improved significantly in 2001. The data below is for all firms combined. Last year we asked about changes in ownership of agencies and the impact of those changes on agency performance. The data below are for the industry as a whole.