In the autumn of 2025, Outshine conducted a customer satisfaction survey aimed at measuring the current state of the customer experience and establishing a foundation for systematic monitoring in the future. The study, carried out by Kuulas Helsinki, covered both media agency representatives and direct clients.

The survey had a total of 97 respondents: 37 from media agencies and 60 direct clients. The results indicate that the overall customer experience is at an excellent level across both groups—both within the media agency field and among direct clients.

“Our goal is to make measuring the customer experience a permanent part of Outshine’s operations. This study and its results serve as the foundation for our development work in the coming years,” says Markus Grannenfelt, Director of Strategy and Marketing at Outshine.

High Satisfaction with Collaboration

The vast majority of respondents reported being satisfied with their collaboration with Outshine. The share of respondents who were "very" or "quite satisfied" is high across all customer segments, with no significant dissatisfaction reported.

• 94% of all respondents are very or quite satisfied with the collaboration.

The partnership is particularly described as smooth and effortless. Clients feel that Outshine reacts quickly to their needs, delivers as agreed, and provides clear value for the budget invested.

• Over 90% feel that the collaboration is smooth and response times are fast.

Media Agencies and Direct Clients – Differences and Similarities

The study examined media agency clients and direct clients as separate groups. While the assessments of the collaboration were very similar across both groups, there were slight differences in what they prioritized:

• Media Agencies emphasize reliability of delivery, adhering to agreed terms, and high-quality executions.
• Direct Clients place more weight on flexibility, partnership, and target audience insight.

These differences are not reflected in the overall satisfaction levels, but rather in what each group considers most important in a partnership.

-> The experience of the collaboration remains consistent across both client segments.

Exceptionally High Willingness to Recommend

A key metric of the study, the Net Promoter Score (NPS), reached an overall score of 76. This figure is high among both media agencies and direct clients, with the number of promoters significantly outweighing critics in both groups.

“These fantastic results are, above all, a testament to trust. It is great to see that our commitment to customer-centricity and high-quality sales work is reflected in such high levels of satisfaction. Our thanks go to our clients, who challenge us to improve every single day,” says Jenny Saranen, Director of Accounts at Outshine.

The primary drivers behind the high willingness to recommend include:

• Easy and smooth interaction
• Rapid response times
• Personalized service
• Reliability of collaboration

Clear Strengths, Clear Opportunities for Development

Based on the study, Outshine’s core strengths lie in smooth collaboration, speed, and personalized service. Clients feel they receive solutions tailored to their specific needs, along with expert support in maximizing the potential of digital out-of-home (DOOH) advertising.

-> Tailored solutions and effortless collaboration are the primary drivers of the customer experience.

At the same time, the results provide clear guidelines for further development. Improving the systematic nature of communication, increasing transparency in pricing and billing, and providing even better proof of impact are key themes to address moving forward.

Critical feedback was minimal and was not concentrated on any single theme.

“This fantastic feedback gives us the energy to continue our development work. The next survey, to be conducted later this autumn, will be an important milestone for us. We want to ensure that the quality and customer-centricity we promise are realized in every interaction, even during the busy spring season. Continuous dialogue is the key to success,” Saranen continues.

Summary

The customer satisfaction survey demonstrates that Outshine’s customer experience is built on a strong and consistent foundation. Both media agencies and direct clients rate the collaboration as effective and are highly willing to recommend Outshine to others.

-> Nearly 8 out of 10 respondents recommend Outshine.

At the same time, the results provide a concrete set of metrics and clear priorities for developing the customer experience in the coming years.

Source: Customer Satisfaction Survey, October 2025, conducted by Kuulas Helsinki.