Universal Registration Document 2022

4.2 PRIORITY #2: RESPONSIBLE MARKETING AND BUSINESS ETHICS

4.2.1 Client satisfaction 

Client satisfaction is a core value of the Groupe. In recent years, Publicis Groupe and its agencies have set up various systems to closely monitor client satisfaction. At the end of a project and/or during the quarterly or half-yearly face-to-face review, the satisfaction assessment makes it possible to assess at least five main themes:

1. the performance of the campaigns or digital systems put in place;
2. the creativity/innovation provided;
3. teams’ skills;
4. the effectiveness of the service offered;
5. the quality of the relationship.

Several hundred clients are interviewed in this way every year, at least once a year. In addition to this qualitative approach, there are questionnaires administered by the agencies or by the clients themselves for annual performance reviews based on quantified indicators to assess the objectives and results achieved; more than 12,000 people at our clients responded in 2022.

Given the speed and the multitude of projects, the relationship between the client and the agency is central. In recent years, the Groupe has been using an independent service provider, TRR (The Referral Rating) which administers a flash survey to clients three times a year, which takes less than a minute to complete, in order to capture the “emotional temperature” of the moment. The main advantage is to immediately detect any points of weakness and implement a corrective action plan. More than 9,100 people were questioned with 5,000 responses from more than 350 of the Groupe’s major clients. This external tool also enables agencies to compare themselves with their competitors in their market. These surveys covered 79 countries.

/ Benchmarks on the Groupe’s clients 

Based on 3,620 clients representing 92% of the Groupe’s total net revenue (see Section 1.3.4 of this document), the breakdown of client business sectors/industries was well balanced, as has been so for several years now.