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EDELMAN      Charting 10 Years
                                                                                                                                   QUALITY
                                                                                                                                     of Global Excellence

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.


    MORE
    THAN      5500 COMPLETED
                   EVALUATIONS
Q 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
                         RETENTION
As Q scores have increased over the last 10 years, client retention has held
strong 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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Edelman Quality: Charting 10 Years of Global Excellence

  • 1. EDELMAN Charting 10 Years QUALITY of Global Excellence 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. MORE THAN 5500 COMPLETED EVALUATIONS Q 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 RETENTION As Q scores have increased over the last 10 years, client retention has held strong 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.