At Excite Media, culture and client happiness aren’t just a nice-to-have. It’s part of our DNA and how we operate every day. So, we made the call to formally measure our Net Promoter Score (NPS) across every part of the business — Website Production, Support, and our Digital Marketing retainers.
With nearly 200 ongoing digital-marketing engagements and over 2,000 websites built over 19 years, we know there’s always room for improvement. Consistent feedback shows us what is landing well and what we can refine to keep moving forward.
NPS offers us a simple, powerful lens. We ask one straightforward question: “How likely are you to recommend Excite Media to a friend or colleague?” (on a scale from 0–10).
Responses are grouped into three categories:
- Promoters (9–10): enthusiastic clients who love what we do!
- Passives (7–8): clients who are satisfied, but perhaps not feeling quite strongly enough to actively advocate
- Detractors (0–6): clients scoring anywhere from unhappy to lukewarm — important feedback that gets immediate attention
The result — a single NPS number — can range from “negative 100” to “positive 100”.
- At Excite Media, NPS (Net Promoter Score) helps us measure client happiness and drive continuous improvement.
- We celebrate high scores and use less-than-ideal feedback as opportunities to learn and enhance our services.
- NPS data reveals trends, empowers accountability, and reinforces our vision of being Australia’s most recommended digital agency.
- By measuring both NPS and eNPS (Employee NPS), we ensure a balanced focus on both client satisfaction and team happiness, fostering a culture of growth and success.
Why we’re obsessed with NPS (in a totally healthy way)
As General Manager at Excite Media, I believe checking in with clients shouldn’t be a “once-in-a-blue-moon” activity. It needs to be woven into the fabric of the business and guide how we work. That’s why we send regular NPS surveys to our entire client base.
What matters most isn’t the collection of data; it’s how seriously we treat it and the care we put into what happens next. When a client gives us a high rating, we don’t just smile and move on. We bring that feedback into our full-team meeting, share the praise on Slack, and highlight the team members who helped deliver the win. It becomes a moment to celebrate, to reinforce good habits, and to show the value of doing things right.
And when someone gives us a less-than-ideal score, it’s not brushed under the carpet either. We reach out, thank the client for their honesty, and take the time to understand their experience. If extra support is needed, we bring in the right people to move things forward and improve the outcome. It’s all about showing our clients how seriously we take their feedback, how we’re going to change, and ultimately showing them the experience that we expect from our team.
Sometimes that can look like tweaks in how we communicate, other times it’s revisiting campaign strategies or stepping up our service. Whatever it takes, we make sure we learn, adapt, and show clients that we’re serious about improving.
What good NPS data shows us and how to make the most of it
Using NPS across our client base gives us insight we simply wouldn’t have without consistent feedback.
It helps us identify trends
As the data builds over time, we can see patterns emerge. We learn which services or account types tend to perform best, and which might need more attention. It means we can put our focus on areas that actually need it.
It empowers accountability
Because we celebrate wins openly, the team knows excellent client experience is recognised. Low scores, on the other hand, trigger a clear process for remediation and improvement.
It reinforces our vision
Our commitment to being “Australia’s most recommended digital agency” isn’t just talk. NPS gives us a way to measure how we’re tracking against that long-term goal and shows us where to focus so we keep moving closer to it.
And it doesn’t have to stop there. Good feedback often comes with actionable comments. Those “why did you score us that?” responses help us understand what clients value most (timeliness, transparency, results, communication style, etc.), so we can continue leaning into the things that work well.
Turning unfavourable feedback into constructive change
We don’t view an NPS dip or low score as a failure. Instead, it’s a chance to grow. Here’s how we approach it at Excite Media:
Reach out quickly
We thank the client for their honesty and ask open questions. We’re ready to listen and ready to learn, and we want that to come across.
Be transparent internally
Share the feedback with the relevant team members so everyone understands the issue, then work together to build a plan to turn things around.
Bring in help if needed
Sometimes a fresh set of eyes, extra effort or specialist input gives us the perspective we need to learn and reset the outcome.
Close the loop
Once changes are made, we follow up with the client. We let them know what steps have been taken and check in on how things feel now. Ultimately, we ask the NPS question again and hope for a number trending up!
Use it as a learning point
Low scores are golden, and shouldn’t be looked at in a negative light. They often reveal weak spots in process or communication that you’d never uncover otherwise.
How NPS and eNPS come back to our broader culture ethos
You may remember from an earlier post that we also measure workplace happiness at Excite Media via “Employee Net Promoter Score” (or eNPS). We believe that great team culture, combined with an extraordinary client experience, is the secret recipe for long term business success.
NPS helps us keep one eye on our clients’ happiness, giving us a clear read on how our work is landing in the real world. eNPS does the same for our team, showing us how engaged, motivated and supported they feel as they do that work.
When you look at both side by side, you get a clearer picture of what’s actually going on; how well we’re delivering our services, how well we’re supporting the people doing the work, and how closely we’re tracking towards our mission.
NPS will always have a place at Excite Media
Measuring NPS gives us a simple, honest way to understand how our clients feel about working with Excite Media. We don’t just collect the data – we act on it aggressively: celebrate the wins that show our approach is working and dig into the scores that highlight opportunities to change direction. Every comment becomes something we learn from, helping us refine how we grow, improve and show up for our clients.
Because at the end of the day, we believe delivering an extraordinary client experience — and always earning the right to be recommended — is what makes us Excite Media.
