Customers
Monitoring our client satisfaction in 2025
We have always spent time understanding our customers by building relationships with them and our team.
Impact measured against UN Sustainable Development Goals
Intention
Our strength lies in how we collaborate and partner with our clients. To live up to that promise, we need to be open, honest and accountable. We consistently monitor client satisfaction to ensure we’re delivering on our brief, to see how our teams are working together, and to find areas where we can get better.
This process is a core part of our B Corp commitment, helping us hold ourselves to a high standard for our ‘customers’ impact area.
Expert, professional, and the whole team inspires confidence with everything they do. On top of that they’re a bunch of lovely people who are just fabulous to work with.
– Client testimonial
Results
In 2025, we continued to survey our clients at the end of each project. We’re transparently sharing the key results here, showing the average scores from the last three years.
We are thrilled that for the third year in a row, 100% of our surveyed clients would recommend William Joseph as a digital partner. We believe this trust is also reflected in another key metric from this year: 70% of our new business came from existing clients – a significant increase from 30% in previous years. This speaks directly to the strength of the partnerships we build.
We were also incredibly proud to maintain a perfect 5.0 score for “The product the WJ team delivered will help us achieve our mission,” which is our most important benchmark.
We also saw a slight dip in some of our collaboration-focused scores, such as “running the project in a supportive manner” (4.3) and “feeling like a partnership” (4.1). While these scores remain high, they’re a crucial indicator for us. As we grow, ensuring we maintain that close, supportive partnership feel for every client is a challenge we are actively focused on.
| To what extent do you agree with this statement: | 2025 | 2024 | 2023 |
|---|---|---|---|
| The WJ team ran this project in a supportive and professional manner with clear ways of working. | 5.0 | 4.8 | 4.4 |
| The WJ team helped to shape this product by adding ideas and expertise throughout. | 4.7 | 4.6 | 4.4 |
| The product the WJ team delivered meets our needs from our initial brief. | 4.7 | 5.0 | 4.4 |
| The product the WJ team delivered will help us achieve our mission. | 4.3 | 5.0 | 4.6 |
| The product we have created together is more accessible and will allow us to reach a more diverse audience than before. | 4.3 | 4.8 | 3.6 |
| The project felt like a partnership rather than simple supplier / client dynamic. | 4.3 | 4.4 | 4.0 |
| Our team have improved their capabilities in digital skills such as UX, Content Design, Agile, Product Management. | 3.0 | 3.0 | 2.4 |
| Would you recommend William Joseph as a digital partner to other organisations? | 100% | 100% | 100% |
What’s next?
Our focus for the next year is to revisit what makes our partnerships special, addressing the slight dips in our collaboration scores. We’ll be reviewing our project management and communication processes to ensure every client feels supported and truly partnered with, every step of the way.
We also want to turn our “improved capabilities” score into a new success story. This score held steady at 3.0, and we see a clear opportunity to improve. We’ll be exploring new ways to share our skills and embed knowledge, helping to uplift our clients’ in-house teams more effectively.