How are we doing? The ZPB customer survey 2020




By Gita Mendis

More than nine out of ten ZPB customers have given us an overwhelming vote of confidence, as we collaborate with them to meet the challenges posed by the coronavirus pandemic.

Conducted in the first half of June, the ZPB Annual Customer Survey reveals that 93% of our partners are happy with our services. The same number agree that ZPB’s services meet their specific needs, while 94% say they would recommend us to other companies. Crucially, some 87% believe ZPB has had a “positive impact” on their business.

Here’s what some of our clients said about working with ZPB:

“Responsive, flexible and very practical” “Our relationship has given us structure and support for our media relations activity and has provided a great source of advice and guidance in a very fraught time for us” “Clear messaging isn’t easy but ZPB excels at it”

The last few ‘difficult’ (i.e. unprecedented!) months have reminded me more than ever why I work in healthcare communications – and these kind testimonials only reinforce that further. Our clients are brilliant and continue to do extraordinary things to support the NHS at a time of national crisis.

ZPB mobilised a 24-7 press office which meant that journalists had a single point of access to some of the country’s leading health tech clients and that our clients were at the front of the rapidly changing news agenda and we achieved extensive coverage for our clients. We’ve also secured three new long-term clients from this work.

I’m proud of the ZPB team, working all the hours while juggling home-working and (for some of us) home-schooling. A handful of my colleagues had to see off the coronavirus, too. All are thankfully recovered and have returned with their passion for our work even stronger than before.

We’ve had a lot of great feedback about our excellent project management, insight and industry knowledge. We’ve also got a good steer on the things we can improve. How we measure and report and our KPIs is something we will look at and we think we can do better on how much we understand about our clients’ businesses.

I’m glad our clients know that we’ve got their backs. In the words of one of them:

“I feel like the ZPB team are part of our team. I can trust their timelines, delivery and opinions.”