The Agency Client-Health Index.
The public signals behind churn and expansion at UK agencies and consultancies — compiled by a live radar, every entry with a clickable source.
Market CARE public read: 44/100 across 11 firms — activity weakest (avg 37).
Averaged from 11 completed CARE Signal Reports · 141 firms on the radar · 130 awaiting a scored report. 160 trade-press signals filed · 16 negative in the last 90 days. Modeled from public signals only. Kaizan's real CARE score reads your private client communications — every conversation, scored live.
Scored firms: Citypress (39) · TBWA\ (42) · Cognito (42) · GingerMay (42) · Goodstuff Communications (43) · Eight & Four (43) · 72Point (44) · Kindred (45) · Smoking Gun (48) · Teneo UK (48) · Slalom (50)
A live radar reads UK trade press — Campaign, PRWeek, PRmoment, The Drum, Prolific North, More About Advertising — for verified client-services signals: leadership moves, account wins and losses, restructures, investment, expansion, AI adoption. Signals are grouped against Kaizan's CARE framework and refreshed continuously. The market pain radar above averages completed CARE Signal Reports (public-signal read, 0–100 per axis); findings below come from the live signal exhaust. Statutory sources (Companies House filings) join the pool next quarter. No survey data. No self-reporting. No invented multipliers — if we can't cite it, we don't claim it.
160 verified signals·141 firms tracked·87 sources cited
This quarter's findings
every number computed live from the datasetClient-services leadership is moving.
9 senior client-services moves tracked across the dataset in the last 90 days — departures and new-in-seat appointments. The industry's own folklore says the 60–90 days after a CS exit is when accounts wobble; the index now tracks that window as a hypothesis, in public.
9 leadership moves · 4 of them departures
Account moves cluster; they don't trickle.
52 named account wins and losses in the dataset. The most recent named move: BIG Partnership — Multiple client wins and team expansion across Manchester and Scottish offices reported in regional…
52 account moves · sourced to LinkedIn (size confirmation); Prolific North and The Drum (wins)
2026 is a consolidation year.
17 restructures, mergers and acquisitions tracked, including Team Lewis, Rufus Leonard, That Lot. Integration quarters are when client relationships are least watched — a stated hypothesis this index will test across editions.
17 restructure events
The growth-strain cohort is real.
60 firms show win streaks or client-services hiring bursts — winning faster than they can service. Capacity strain is the quiet churn precursor nobody announces.
60 firms in the cohort
AI adoption is the newest expansion tell.
7 firms with public AI initiatives or AI-adjacent hires. Firms already selling AI to clients are the earliest adopters of AI on their own operations — the index's cleanest expansion signal.
7 AI-adoption signals
The market context — the industry's own numbers
external studies, every figure linked to its sourceTenure has recovered to ~7 years overall — more than double 2016's 3.2 — but media-only relationships remain fragile.
Clients with no mandatory review period stay more than twice as long as those who review frequently. Reviews are where relationships go to be re-priced — or lost.
stated reason clients leave an agency: lack of proactive strategic guidance — ahead of price and performance.
2025 Agency Growth Benchmark, 300+ agencies ↗annual client retention at 8-figure agencies vs 7-figure ones — scale buys the systems that keep clients.
2025 Agency Growth Benchmark ↗average CMO tenure at S&P 500 companies — every client-side handover is a relationship reset on the agency side.
Spencer Stuart CMO Tenure Study, 2025 ↗of agencies say pitching is excessively time- and cost-exhaustive — losing an account means buying it back at pitch prices.
MediaSense Pitch Smart report ↗The industry's numbers say relationships are lost in review cycles and won by proactivity. The index above watches the market, live, for the moments that start those cycles — leadership moves, account losses, restructures — while they're still signals, not statistics.
Hope&Glory
Created and filled new Head of Client Experience role with Sophie Tait in April 2026, to oversee client servi…
Tin Man
In June 2026, Tin Man appointed Lisa Jedan as managing director with a remit focused on leading client relati…
Kindred
Independent PR and communications agency with client-service-led model, similar retained agency structure
Notable moves — last 90 days
leadership changes, account moves, restructures| Company | What happened | Date | Source |
|---|---|---|---|
| The&Partnership | Independent network providing media, data-driven marketing and operations for retained clients, including in-house and embedded agency mode… | 6 Jul 2026 | MXPIQ |
| Serpico | Provides tech auditing, platform implementation, custom data management, digital analytics and audience development; emphasis on integrated… | 6 Jul 2026 | MXPIQ |
| Labmatik | Consultancy focused on marketing data platform strategy, technical design and media workflow, especially for in-housing programmatic media… | 6 Jul 2026 | MXPIQ |
| Brainlabs | Independent media agency with strong data, technology, and operational efficiency focus across paid media; runs long-term, multi-channel me… | 6 Jul 2026 | Grizzle |
| Sachs Marketing Group | Offers ongoing content marketing and SEO services via monthly retainers with mid-sized team and long-term client focus | 6 Jul 2026 | Web Tonic |
| Radix Communications | Specialist B2B copywriting/content shop with retainer-style content support and dedicated account/client service functions | 6 Jul 2026 | Web Tonic |
| Velocity Partners | B2B content strategy and production for tech/SaaS clients on long-term retainers with compact team size | 6 Jul 2026 | Web Tonic |
| b. the communications agency | Multi-office creative communications consultancy serving brands on retained basis, similar scale and client-service model | 6 Jul 2026 | |
| Kindred | Independent PR and communications agency with client-service-led model, similar retained agency structure | 6 Jul 2026 | Kindred |
| Propellernet | UK agency built around digital performance, SEO/PPC-style growth work, and ongoing client retainers rather than project-only delivery. | 6 Jul 2026 | WeDiscover |
Get the full quarterly index
Every CS-leadership move, named account move and restructure the radar verified this quarter — sourced, dated, in one email.
Run this on your own firm.
The same radar that compiles the Index runs on any single agency in about a minute — every claim sourced.
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