01 / YOUR EXPERIENCE
Share your experience
Tell us how your agency works, what’s going well and where you’re feeling the pressure.
Raccoon Research / 2026 / Survey open
The state of
UK web
agencies.
What is it really like to work with a web agency in the UK?
We’re asking the people who commission websites: what went well, what proved difficult, and what needs to change.
Positive, mixed and negative experiences all matter. This is research in progress the findings haven’t been published yet.
7–10
Minutes to allow · estimate
Free
Report access when published
500
Response target · not a result
Private
Contact details are optional
No names in the published findings. Optional contact details are kept private.
THE 2026 RESEARCH / HAVE YOUR SAY
What we'll cover in the survey
1.
About you
Role, industry, company size and location
2.
Your agency relationship
Project, retainer or ongoing and how you found them
3.
Scope & budget
What they did, what you paid, what you got
4.
Hosting & ownership
Who controls your site, your data, your digital assets
5.
Contracts & transparency
The retainer, contract and project ins and outs
6.
Your honest rating
What worked, what didn’t, and how you rate it.
7.
Share your story
Optional: describe an experience in your own words.
Start the Survey
Allow around 7–10 minutes. Sharing a detailed story may take longer.
Research in progress
Published without names
500-response target
UK agency clients
Run by Raccoon Web
All experiences welcome
THE QUESTION BEHIND THE RESEARCH
Better evidence.
Better agency relationships.
A website project affects budgets, teams and customers. Yet comparing proposals, understanding ongoing costs and recognising a healthy agency relationship can be surprisingly difficult.
We want to understand both the frustrations and the things agencies get right: communication, ownership, delivery, support and trust.
Raccoon Web is a web agency and is conducting this research. The survey is voluntary and self-selecting, so its findings will describe the people who respond not automatically every UK business.
FIVE AREAS. ONE BIGGER PICTURE.
What we’re exploring.
Five areas that shape an agency relationship. We’re asking open questions before drawing conclusions.
Communication & Transparency
How clearly agencies communicate timelines, costs, updates, and expectations.
Pricing & Scope
Exploring transparency around pricing, retainers, hidden costs, and project changes.
Delivery & Quality
Whether projects met expectations in terms of functionality, design, performance, and timelines.
Long-Term Support
Understanding post-launch experiences, support quality, and ongoing agency relationships.
Trust & Relationships
What builds confidence in agency partnerships and what damages it.
Who should
take part?
We’re looking for responses from:
- Business owners
- Marketing managers
- Founders
- Startups
- Internal marketing teams
- Operations teams
- Organisations that have worked with a web agency in the UK within the last 5 years
Whether your experience was excellent, average, frustrating, or somewhere in between your perspective matters.
BOTH SIDES OF THE BRIEF
A note for agencies.
This research is about industry patterns, not a public agency leaderboard. Good experiences are as useful as difficult ones.
If you run or work at an agency, please share the survey with clients across a range of projects — not only the happiest ones.
Findings will be reported without identifying respondents or agencies. Any separately published case study needs its own review and permission.
Please leave out agency names, personal information and confidential documents.
THE QUESTIONS WORTH ASKING
The experiences
we want to understand.
These are example topics to help you reflect on your own experience, not published survey findings or attributed participant quotes. Tell us what actually happened good, bad or somewhere in between.
Scroll through the topics. You don’t need to have experienced all of them to take part.
Communication
Did updates arrive when you expected them? What made communication useful, or difficult?
Access & ownership
Could you access the domain, hosting and website accounts you needed?
Project timelines
How did the agreed timeline compare with delivery? How were changes explained?
Costs & changes
Were additional costs agreed before the work happened?
The delivery team
Did you know who was responsible for your project and who to speak to?
Launch & sign-off
Was there a clear opportunity to review and approve the website before launch?
Continuity & backups
What arrangements existed if an agency or supplier became unavailable?
Scope & expectations
How closely did the delivered website match the scope you agreed?
Search & migration
How were search visibility, redirects and migration risks handled?
Ongoing marketing
Did you understand what ongoing marketing services included and what would happen if you stopped?
Support after launch
Was help available when you needed it? Were its costs and limits clear?
Contracts & leaving
Were the agreement, renewal terms and handover arrangements understandable?
Mobile experience
Did the website work well on the devices your customers actually use?
Useful documentation
Were responsibilities, deliverables and support arrangements clearly recorded?
Freedom to move
Could your business move the site or bring in another developer when needed?
Everyday editing
Could your team make the changes it needed without unnecessary friction?
Resolving problems
How did the agency respond when you reported a problem?
Originality & reuse
Was the use of templates, components or existing work explained openly?
Value for money
What made the work worth the cost — or left you questioning it?
What worked well
Which practices would you want every agency to follow?
Help shape
a clearer industry.
Whether your experience with a web agency was positive, difficult, or somewhere in between, your response helps create a more transparent picture of the industry.
Allow around 7–10 minutes. A detailed story may take longer.
A few straight answers.
Will my name appear in the report?
The published findings will not identify respondents. Contact details are optional and are kept private. Please avoid including names or identifying details in free-text answers.
Leaving contact details is different from an anonymous submission; read the privacy information before sharing personal information.
Will agencies be publicly named?
The research reports themes and aggregated results rather than a named-agency leaderboard. Do not include agency names in your survey responses. Any separate identifiable case study would need its own review and permissions.
Who is this survey for?
This survey is for:
- business owners
- founders
- marketing teams
- operations teams
- startups
- organisations that have worked with a UK web agency within the last 5 years
We welcome positive, neutral, and negative experiences.
Why are you running this report?
The aim of this research is to better understand the current state of the UK web agency industry from a client perspective.
We want to identify:
common frustrations
successful agency practices
communication challenges
pricing transparency concerns
what businesses actually value in agency partnershipsThe goal is to encourage clearer expectations, stronger relationships, and higher standards across the industry.
How long should I allow?
Allow around 7–10 minutes. This is an estimate, not a measured average. Adding a detailed experience may take longer.
Can agencies share this survey?
Absolutely. We encourage agencies to share the survey with clients, teams, and networks to help create a broader and more balanced representation of the industry.
Will I receive the final report?
Yes, if you choose to leave your email address at the end of the survey, you’ll receive access to the final report once it launches.
Providing your email is optional.
How will responses be used?
Responses will be reviewed for duplicates, spam, eligibility and identifying information before analysis. Positive, mixed and negative experiences are welcome.
The published report should explain the sample, recruitment, exclusions and limitations. A voluntary sample cannot establish how common an experience is across the entire UK industry.
When will the report launch?
Research is in progress and the findings are not yet published. The working target is 500 responses. A publication date will be confirmed after collection and analysis; the target is not a claim that 500 people have already responded.