In our ongoing commitment to grow, learn, and create meaningful partnerships with our clients, this year marks a significant milestone: the implementation of our first-ever Customer Satisfaction Score (CSAT) process. As with any new endeavour, we’re embracing this as an opportunity to refine, evolve, and ensure our work continues to align with our company values.

At its heart, measuring customer satisfaction isn’t just a box to tick. It’s a powerful tool for accountability, growth, and connection. In the spirit of B Corp principles, it aligns with the idea of continuous improvement, listening to all stakeholders, and ensuring that impact extends beyond profit. By investing in this process, we’re strengthening our relationships, driving positive change, and ensuring that our work remains not just beautiful but also meaningful and useful.

Learning as We Go

Implementing CSAT has been a journey of discovery. For us, it’s not just about gathering numbers—it’s about creating a meaningful feedback loop. Taking the time to listen to our clients and reflect on their experiences allows us to grow in ways that serve them better. True to our studio philosophy of Beautility, this process helps us make good choices more desirable by identifying what works, what could be better, and where we can push creative boundaries further.

This year, we’ve learned that meaningful feedback takes time. It requires asking thoughtful questions that encourage honest and constructive responses. It’s not just about hearing what we’re doing right but also understanding the areas where we can stretch ourselves to be better collaborators, innovators, and partners.

The Impact: High Satisfaction, High Connection

We are thrilled to report that our inaugural CSAT results reflect a high level of satisfaction and connection among our clients. This validation of our approach reinforces that the effort we put into every touchpoint of our Brand Ecosystem and Cultural Purpose services resonates deeply.

For us, these results aren’t the endpoint—they’re the foundation. Our clients’ satisfaction fuels our creative drive and reminds us of the importance of nurturing these partnerships. Just as sustainability and innovation are embedded in our processes, so too is the goal of building relationships that are as enduring as the work we create together.

Evolving the Conversation

As we look ahead, our goal is to not only continue using CSAT but to evolve it in alignment with our philosophy. Future iterations will take into account the principles of Beautility, ensuring that our feedback process isn’t just a score but a way to explore how we make good choices desirable—for ourselves, our clients, and the audiences they serve.

We aim to deepen the insights we gather by refining the questions we ask, seeking to better understand how we can support our clients in making progressive choices and creating transformative, sustainable work. We also want to empower our clients to use this feedback as a tool for their own growth and reflection, fostering a mutual commitment to doing business as a force for good.