Edelman Quality: Charting 10 Years of Global Excellence

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At Edelman, Quality is in our DNA. Each employee strives to exceed our clients’ expectations every day with the support of the Q program’s CQO, processes, procedures, best practices and professional skills development initiatives. We measure success through clients: what they say and how they continue to commit themselves to us year after year.

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Edelman Quality: Charting 10 Years of Global Excellence

  1. 1. EDELMAN Charting 10 Years QUALITY of Global ExcellenceAt Edelman, Quality is in our DNA. Each employee strives to exceed our clients’ expectations every day with the support of the Q program’s CQO, processes, procedures, best practices and professional skills development initiatives. We measure success through clients: what they say and how they continue to commit themselves to us year after year. MORE THAN 5500 COMPLETED EVALUATIONSQ metrics hold strong as client base increases threefold. 1000 8.4 10 # of Reviews 8.01 8.14 Average Q Scores (Based on a scale of 500 5 1-10, with 10 being the highest) 100 1 03 04 05 06 07 08 09 10 11 12 FY FY FY FY FY FY FY FY FY FY 5 REGIONS HIGHER Q SCORES AVERAGE THAN 8* Quality client service is reflected in Edelman team metrics around the world. CANADA 8.82 EMEA UNITED STATES 8.78 8.18 LATAM 8.2 *For the year 2012 APAC 8.15 “ “MOST FREQUENTLY USED CLIENT WORDS TO DESCRIBE EDELMAN RESULTS STRATEGIC DEDICATED EASY TO DO BUSINESS WITH EFFECTIVE DEPENDABLE CAN-DO ATTITUDE RESPONSIVE COLLABORATIVE HONEST MEDIA-SAVVY PROFESSIONAL PASSIONATE CREATIVE PROACTIVE COMMITTED NET PROMOTER SCORE (NPS) HIGH Since introducing the NPS to the assessment in 2008, Edelman has consistently averaged higher than the average NPS across all industries. 44% vs. 10-15% GLOBAL EDELMAN ALL INDUSTRIES’ NPS IN 2012 AVERAGE STEADFAST CLIENT RETENTIONAs Q scores have increased over the last 10 years, client retention has heldstrong and remained unaffected by economic issues. 75% 10 60.4% 56.6% Average Q Scores 8.01 50% 8.4 8 Client Retention Rate 8.14 23% 25% 6 03 04 05 06 07 08 09 10 11 12 FY FY FY FY FY FY FY FY FY FY Through a commitment to Quality and listening to clients, Edelman has deepened its teams’ expertise and strengthened the permanence of its client relationships.

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