The 2025 DTC Retention Agency Report
NOTE: ALL submissions are completely anonymous and confidential. Our goal is to create the most insightful, industry-leading report and publicise the aggregated responses for everybody in the industry to learn from in April 2025.
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What is your position at the retention (email/SMS) agency you work at? *
On average, how many accounts do you manage in your agency?
 *
On a scale of 1-10, how happy are you with your work-life balance, with 1 being the most unhappy and 10 being the happiest? *
Extremely unhappy
Extremely happy
How would you rate your current workload? *
On average, how long does your agency retain clients? *
What is the most common reason your agency loses clients? *
On a scale of 1-5, with 1 being the worst and 5 being the highest, how would you rate the level of service your agency delivers to clients? *
Very bad
Excellent
How does your agency structure its teams to deliver client success? For example, “Account Lead/Strategist, Designer, Copywriter, Email builder per client”. Be specific with your setup and describe the pros and cons of each if possible.
Who in your agency is responsible for ensuring smooth project handoffs between departments and how well do these normally go?
What is the biggest challenge the team structure you just described creates for delivering results for clients?
How much is AI being used in your current role? Please provide examples of how it's used if possible.
What's 1 thing your agency could improve to make your role easier? *
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