Earlier this year, we participated in the Excellence in Client Relations 2026 study in which clients of marketing and communications agencies evaluate the quality of collaboration, service, and the value creation ability provided by their agency supplier.
The study was conducted by Avara Insights AB and continues the long tradition of measuring agency–client relationships, which was previously established through the Agency of the Year (Årets Byrå) research. The competitive ranking element has now been removed, enabling a shift in focus towards understanding client experiences, expectations, and opportunities for improvement.
KarpaloGroup received an overall client satisfaction score of 9.2 out of 10.
We are both delighted and proud of this result, particularly as our client satisfaction has remained consistently high year after year. To us, this reflects years of accumulated experience, long-term commitment, and a genuine focus on helping our clients succeed.
What do our clients value?
The study highlighted four themes that emerged as our strengths:
1. Expertise and industry knowledge
Our clients particularly value our strong understanding of the life science sector and our ability to understand their business, operating environment, and objectives.
In healthcare and pharmaceutical marketing, marketing expertise alone is not enough. You also need to understand regulations, stakeholder needs, market dynamics, and the realities of the healthcare environment. According to our clients, this combination of expertise is one of our greatest strengths.
2. Project management you can rely on
Throughout the study, active project leadership, reliability, and consistent delivery emerged as recurring themes.
For clients, good project management means that projects progress without the need for constant reminders or supervision. We take responsibility, keep things moving, and ensure that commitments are delivered as agreed. When things happen on time and to a high standard, our clients’ jobs become easier.
3. Smooth collaboration and clear communication
Our clients describe working with us as straightforward and open.
Good collaboration starts with active listening. It requires clear communication and the ability to make even complex topics understandable. This is especially important in healthcare and life sciences, where the subjects we work with are often both scientifically and commercially challenging.
4. Creativity that creates value
According to the study, our clients value both our ability to generate ideas and our approach to creating distinctive and consistent communications across channels.
The purpose of creativity is to make a message stand out, be understood, and be remembered. In highly regulated industries, achieving creativity is not always easy, and it should never compromise compliance. However, we believethat the two can and should coexist. In fact, regulated markets need bold and effective communication just as much as any other industry.
Thank you to our clients
We would like to thank all those who participated in the study for their trust, feedback, and partnership.
Client satisfaction is built day by day, through every interaction, every brief, every presentation, and every delivery. Receiving a score of 9.2 out of 10 reminds us that we must earn our clients’ trust every day.
Johanna Kestilä
CEO
KarpaloGroup
Contact me in LinkedIn
+358 40 705 4494
