At TorchMedia, we’re committed to delivering effective transit media campaigns, as well as exceptional service. As 2024 came to a close, we reached out to our valued clients for their feedback via our annual client survey.
A big TorchMedia THANK YOU to all clients who participated and completed our 2-minute survey in December 2024. We were pleased to see the response rate for our annual client survey increase by +23% YoY, with responses received from clients of all backgrounds and experience levels.
RESPONDENT OVERVIEW
64% of responses came from clients working in Media Agencies under a Holding Group. 28% of responses were from Independent and Boutique Media Agency Clients, and 8% of responses came from Direct Clients responsible for buying and planning media campaigns in-house.
When asked what their current role was;
- 19% of respondents were Assistants, Coordinators or Executives
- 45% of respondents were Account Managers, Planners or Buyers
- 36% of respondents were Directors, C-level or Business Owners.
Thinking of advertising with us? Hear what our clients had to say below!
KEY SURVEY FINDINGS
Customer Satisfaction Score (CSAT)
Our Client Satisfaction Score (CSAT) rose from 85% in 2023 to 89% in 2024. The most impressive increase came from clients who gave us a perfect score, with 1 in 3 respondents (34%) rating their overall satisfaction with TorchMedia’s service as 10 out of 10 in 2024 compared to 30% the year prior.
Relationship with Account Managers
When asked to rate the relationship with TorchMedia sales representatives, 86% of respondents rated their relationship as above average – with 1 in 2 rating their relationship as 5 out of 5.
Customer Effort Score (Ease of Trade)
We believe Transit Media should be accessible to all advertisers – which is why we offer the greatest flexibility in market when it comes to campaign dates and deadlines. 94% of respondents agree booking transit campaigns with TorchMedia is easy.
Campaign Effectiveness
When asked how effective they believe their TorchMedia transit campaigns are, 85% of respondents suggested an above average campaign effectiveness. 37% of respondents rated the effectiveness of their TorchMedia campaigns as 5 out of 5.
Intention to Repurchase
Based on their current experience, 99% of respondents were likely to book transit campaigns again with TorchMedia in the future.
Looking ahead to 2025
While we are thrilled by the positive responses – we are also taking on board the constructive feedback received. In 2025, TorchMedia is focused on delivering our clients with more regular updates, category case studies, and more engaging experiential opportunities. We will also be continuing to provide outstanding service and premium transit advertising opportunities.
Want to get on board? Speak to your Account Manager or Contact us today to set up your exclusive presentation of TorchMedia’s Spotlight on 2025.
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