IPA cites staff losses for decline in digital service levels

The Institute of Practitioners in Advertisers (IPA) has cited staff losses as the key factor in a decline in sales service levels by digital media owners.

The IPA’s Digital Media Owners Image Survey, which surveys over 200 agencies and sector specialists, found Sky’s service levels to have declined the most over the past six months, followed by Moneysupermarket.com and Vibrant Media.

Nigel Gwilliam, head of digital at IPA, said, he was disappointed more media owners were showing a decline in their service, but said the global recession was the major reason.

“I’ve talked to agencies and they put it down to tougher conditions, which is leading to staff losses,” he said.

But Gwilliam said he was disappointed by Google’s performance. “It’s disappointing a company of that scale is failing to deliver a great service.”

Ad network Specific Media was cited as offering the best sales service for the second time running, followed by the Guardian and Bebo.

Microsoft Advertising showed the most improvement in service, followed by Yahoo and AOL.

This story first appeared on newmediaage.co.uk