Working with an Agency – Reporting Expectations
In a recently conducted survey, we noted that 25% of the clients that we work with have never worked with an agency before. While working with an online agency can be exciting, you may get more out of the experience if you know what to expect and what you want out of the relationship.
There are many posts available if you do a quick Google search on what to expect work-wise, but what should you expect in terms of reporting? Reports are often one of the only ways that many businesses know what is working within their Pay Per Click account.
Our agency used to report on a weekly basis to our clients. We found that this period of time was too brief, and often small daily fluctuations would show as spikes or decreases in overall weekly performance for our clients’ accounts. We have now found that providing our clients reporting every fifteen to thirty days is more actionable for our clients businesses. We still perform our more frequent internal reporting to make needed changes and modifications, but we do find that our mid-month and end- of month reports are a win-win for both our client and our agency.
In February 2011, Google made updates to what type of information certain agencies should provide to clients. Google’s newly updated policies state that:
Third parties should at minimum provide advertisers with monthly data on Adwords costs, clicks and impressions at the account level.
While we agree that this is a nice start, there are many other metrics that you should receive in the periodic updates that your search team provides.
Cost/Conversion (Sometimes notated as CPC or CPA) – The price paid for each new conversion or acquisition. Conversions can be defined by the client as a sale, lead generated or visit to a particular page on a site. We suggest that instead of seeing a total lump sum for total CPA across your entire site, that instead you ask your search provider to provide this information on a product level that is more manageable. This is needed because the CPA that your business is willing to spend to acquire one overnight visitor at your hotel versus a convention may differ.
Later this week we will look at additional content that should be included within your reports and also the level of transparency you should receive from your agency.