At Edelman, Quality is in our DNA. Each employee strives to exceed our clients’ expectations every day with the support of the Q program’s CQO, processes, procedures, best practices and professional skills development initiatives. We measure success through clients: what they say and how they continue to commit themselves to us year after year.

1. EDELMAN Charting 10 Years
QUALITY
of Global Excellence
At Edelman, Quality is in our DNA. Each employee strives to exceed our clients’ expectations every day with the support of the Q
program’s CQO, processes, procedures, best practices and professional skills development initiatives. We
measure success through clients: what they say and how they continue to commit themselves to us year after year.
MORE
THAN 5500 COMPLETED
EVALUATIONS
Q metrics hold strong as client base increases threefold.
1000
8.4
10 # of Reviews
8.01 8.14
Average Q Scores
(Based on a scale of
500 5
1-10, with 10 being
the highest)
100 1
03 04 05 06 07 08 09 10 11 12
FY FY FY FY FY FY FY FY FY FY
5 REGIONS HIGHER Q SCORES
AVERAGE
THAN 8*
Quality client service is reflected in Edelman team metrics around the world.
CANADA
8.82
EMEA
UNITED STATES
8.78 8.18
LATAM
8.2
*For the year 2012
APAC
8.15
“
“
MOST FREQUENTLY USED CLIENT
WORDS TO DESCRIBE EDELMAN
RESULTS STRATEGIC DEDICATED
EASY TO DO BUSINESS WITH EFFECTIVE DEPENDABLE CAN-DO ATTITUDE
RESPONSIVE COLLABORATIVE HONEST MEDIA-SAVVY
PROFESSIONAL PASSIONATE CREATIVE PROACTIVE COMMITTED
NET PROMOTER
SCORE (NPS) HIGH
Since introducing the NPS to the assessment in 2008, Edelman has
consistently averaged higher than the average NPS across all industries.
44% vs. 10-15%
GLOBAL EDELMAN ALL INDUSTRIES’
NPS IN 2012 AVERAGE
STEADFAST CLIENT
RETENTION
As Q scores have increased over the last 10 years, client retention has held
strong and remained unaffected by economic issues.
75% 10
60.4%
56.6%
Average Q Scores
8.01
50% 8.4 8 Client Retention Rate
8.14
23%
25% 6
03 04 05 06 07 08 09 10 11 12
FY FY FY FY FY FY FY FY FY FY
Through a commitment to Quality and listening to clients, Edelman has deepened its teams’
expertise and strengthened the permanence of its client relationships.