Could you share any statistics, metrics or user feedback that would demonstrate the quality of their performance?
I couldn't give you a number off the top of my head, but I would estimate that the number of website leads the business is now getting has more than doubled. In 2011, before the new site was built, we had about 13,000 visits for the entire year. We now get that number, on average, every month. In some months, we get up to 26,000 visits. I think that speaks volumes about what kind of work they did, and we did together. It's having a massive impact on the business.
Were you satisfied from a project management perspective?
Oh, definitely. There is no question about the quality of their work. It's always been great. Pragmatic has a couple of development people who have been amazing in terms of answering questions in layman's terms. We'll even have occasional debates with them and my colleagues about what the best thing is to do. We have had some genuine conversations that have been invaluable. There's been a couple of times when we've had to wait around for bits and pieces of work, but I think that's acceptable when you're relying on third-party plug-ins and things like that. We certainly haven't had any sort of major catastrophe.
Is there anything that you'd consider unique about their practice?
I've worked with two Web agencies locally, and the difference is the speed with which Pragmatic responds. We have an account manager who also does a lot of development work, and I know that they're constantly, constantly busy, which is great for them. Yet, that doesn't seem to have ever prevented them getting back to us the same day, and that was even before we had the SLA in place. They would always get back in touch in a reasonable timeframe. They're really friendly and accessible. What's really great about them is they're always learning themselves, they're always trying things out, and they don't seem to be afraid to try new things. They're really innovative and just very friendly. They are really very nice people to work with.
In hindsight, are there areas in which they could improve or are there things that you might do differently as the client?
I know they're expanding and taking on more clients. The customers always want things done quickly, and Pragmatic does seem to be snowed under at times. If they had a few more developers or a few more staff, then maybe things could move along a bit quicker. But, as I said, that's never been a major issue for us.
What advice, if any, would you give a future client of theirs?
It's been really handy having them just up the road from us and being able to pop into their office, having them come into our office and being able to talk and explain things clearly. If we had a project that we wanted to work on, we'd have them in to sit down and show them what we were thinking.
I guess I'd say be as specific as possible. Have a really clear idea of what you want, even mock-up versions of what you want or examples of other web pages that you like. Provide a bit of idea of what you want and as many examples as you can. That speeds things up, because they will know what you want.