In today’s agency world, performance metrics like reach, impressions, and ROAS dominate dashboards but the one metric that outlasts them all is client happiness.

At TAC Universe, we’ve redefined what success looks like. For us, it’s not just about hitting campaign numbers,it’s about building long-term, high-trust relationships with the brands we serve. Because when clients are happy, everything else follows: retention,upselling, advocacy, and yes,performance.

Here’s how we’re making client happiness our #1 KPI.

1.NPS > Vanity Metrics

 

We track Net Promoter Score (NPS) internally across every account because what clients say about us behind closed doors is more important than what they say on a feedback form.

We don’t wait until the end of a contract to ask, “Are you happy?”

We ask every quarter and use that feedback to optimize our delivery in real-time.

2. Onboarding Speed Matters More Than You Think

 

The first 7 days of a client partnership set the tone for everything.

That’s why we’ve built a standardized, cross-functional onboarding process through TAC/OS:

  • Kickoff clarity
  • Dashboards set from Day 1
  • Creative timelines mapped
  • Points of contact introduced

This removes friction and builds momentum right out of the gate.

3. Proactive Account Teams = Predictable Results

 

Every account team at TAC Universe is trained on:

  • Anticipating client needs before they ask
  • Communicating with clarity and confidence
  • Escalating issues early not late

Our team leaders don’t wait for monthly reports to talk to clients.

They’re in the loop, in real time with weekly check-ins, sprint updates, and open channels.

4.Turning Clients Into Advocates

 

We treat every project as a chance to earn trust, not just deliver assets.

That’s why we:

  • Host in-house strategy workshops
  • Share learnings from other markets
  • Deliver performance reviews with insight, not just numbers
  • Involve clients in creative brainstorms

When a client feels like a partner, they become a promoter and promoters drive growth.

 

5.Our Ambition: Be the Most Loved Agency to Work With

 

It’s not enough to be efficient.

It’s not enough to be creative.

We want to be remembered for how we make our clients feel.

That’s why we’re building a system around empathy, transparency, and joy,so every brand we work with knows:

“TAC Universe gets it. And gets us.”