Right now, agency life feels challenging for many - turbulent, unpredictable, and a bit of a rollercoaster. But you're not alone. Over 800 agency leaders registered for our latest BenchPress webinar to explore what’s really happening with people, pay, and performance across the industry.
In this live session, Wow’s co-founder Peter Czapp revealed what’s behind the numbers in the latest People & Salaries BenchPress 2025 report - and shared four key actions that are helping top-performing agencies boost their team performance and profitability, even in a tough market.
Here’s a flavour of what we covered:
1. Align rewards with results
Agencies that link bonuses to business performance grow faster and profit more. But it’s not just about paying bonuses - it's about creating clarity, transparency, and accountability across the team. Peter shared a case study of one agency that nailed this with open financial education, personal responsibility, and shared success.
"Doing work for free leads to ruin - absolute ruin. It’s one of my biggest bugbears. Celebrate the moments when someone in your team flags scope creep early. That’s how you protect profit and sanity."
- Peter Czapp, responding to a Q&A on creative over-delivery
2. Ditch the vanity metrics
Revenue per head and hourly rates might feel important, but they don’t tell the full story. The metric that really matters? Gross Profit. And if you’re aiming for a target, make it 50%. Peter walked through the maths behind improving utilisation and reducing over-servicing, showing just how powerful a 1% change can be.
3. Track your eNPS
Employee Net Promoter Score (eNPS) is a brilliant early warning system for engagement. Measuring how likely your team is to recommend your agency as a place to work helps you stay ahead of issues and boost retention. The data shows a clear link: agencies that take eNPS seriously see lower churn and better performance. Explore eNPS and its significance in more detail here.
4. Take action that actually moves the needle
Metrics are only useful if they lead to action. From performance reviews to future organisational structures, the most engaged teams belong to agencies that don’t just talk the talk - they have a clear plan for development, structure, and training, and regularly revisit it.
“If we’re not going to fix the Gross Profit problem now, then when?”
- Peter Czapp, BenchPress 2025
Want to dive deeper?
If you missed the live session, you can still watch the full webinar below or download the latest People & Salaries BenchPress 2025 report. You’ll get all the detailed benchmarks split by agency size and role, plus practical insights you can act on right away.
Because whatever stage you’re at, there’s never been a more important time to get your team firing on all cylinders.
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