Choosing a digital marketing agency

Selecting a digital marketing agency begins with identifying clear objectives. Businesses may seek to improve brand awareness, attract qualified traffic, generate better-quality leads, or expand into new markets. Defining these goals ensures agencies can demonstrate how their strategies directly align with expected outcomes, allowing decision-makers to measure performance against agreed benchmarks.

Professional

While some organisations attempt to manage digital marketing internally, the reality is that expertise and practice cannot be replicated overnight. Just as one would hire a builder to construct a house or an electrician to ensure safe wiring, it makes little sense to approach marketing as a trial-and-error exercise. Professional agencies bring structured processes, specialised skills, and access to advanced tools that individuals cannot easily replicate. Attempting a do-it-yourself approach often results in wasted time, underperforming campaigns, and missed opportunities.

Speedy Shower Screens, for example, had spent more than $100,000 attempting a DIY approach using AI tools to run digital marketing. On the surface, the analytics suggested strong results. However, once the company reconnected with Rubix Studios, it was identified that more than 60% of the reported conversions were linked to click fraud. This meant over $60,000 of advertising spend was wasted, a costly lesson in the risks of self-managed digital campaigns without expert oversight.

Experience

Direct experience distinguishes credible agencies from those relying on theory or generic solutions. Experienced professionals have encountered both successful and unsuccessful campaigns, providing them with practical knowledge of what works and what does not in various sectors. This level of practical experience enables agencies to recognise subtle changes in customer behaviour and industry trends, ensuring campaigns remain relevant and effective.

For example, an experienced agency managing healthcare accounts understands patient privacy obligations and advertising restrictions through repeated exposure to real-world scenarios. Similarly, in e-commerce, experience with conversion optimisation and platform integrations ensures campaigns are designed for measurable sales impact rather than surface-level engagement. This lived knowledge adds resilience and accuracy that cannot be achieved through short-term experimentation.

Expertise

Industry-specific expertise and service capability are vital indicators of suitability. Agencies experienced in your sector can anticipate challenges and tailor strategies with accuracy. Their credibility is best assessed through case studies, past performance metrics, and relevant client references. Core service areas to examine include:

• Search engine optimisation (SEO)
• Paid advertising and campaign management
• Content strategy and development
• Website design and technical optimisation

By combining these competencies with sector experience, agencies are better equipped to deliver sustainable and measurable results.

Transparency

Transparency establishes trust and accountability. Agencies should provide reporting dashboards that clearly outline performance against agreed key performance indicators. Campaign strategies should be explained in practical, non-technical terms, with regular reviews scheduled to assess progress. Warning signs of weak transparency include unclear pricing, vague commentary in reports, or reluctance to disclose methodology.

Partnership

An agency partnership functions best when the external team integrates seamlessly with internal stakeholders. Strong alignment in communication style, work ethic, and decision-making processes reduces friction and accelerates results. Agencies that listen actively, adapt to internal workflows, and collaborate with flexibility are more likely to deliver consistent long-term value.

Investment

Cost considerations must be weighed against the quality of outcomes. Transparent fee structures and performance-linked models provide clarity and accountability. Organisations should avoid agencies that:

• Guarantee results without evidence
• Offer unclear or shifting pricing models
• Fail to justify fees with measurable value

Investment decisions should prioritise long-term return on investment rather than headline affordability.

Sector

Industry-specific requirements significantly influence which agency is most suitable. Regulatory expectations vary, and agencies must demonstrate a proven ability to navigate these obligations while delivering effective campaigns.

Healthcare

Healthcare marketing is subject to strict oversight. In the U.S., HIPAA governs the use, disclosure, and protection of patient information. In Australia, healthcare advertising must follow AHPRA to ensure claims are accurate and not misleading. Non-compliance can result in significant penalties and reputational harm.

Finance

Financial services demand equally rigorous compliance. U.S. organisations must comply with FINRA, which sets standards for broker-dealers, while Australian businesses must adhere to ASIC, ensuring that all advertising is clear, honest, and not misleading. Agencies operating in this space must have a strong track record in balancing promotional activity with strict compliance obligations.

Business

In B2B markets, the challenge lies less in regulatory frameworks and more in complexity. Agencies must demonstrate experience in account-based marketing, content strategies designed for decision-maker audiences, and nurturing long sales cycles where return on investment can take months or even years to materialise.

E-commerce

For e-commerce, success depends on optimising customer journeys for conversion. Agencies need expertise in omnichannel strategies, shopping cart optimisation, and platform integrations such as Shopify, WooCommerce, or Magento. The ability to adapt campaigns in real time to customer behaviour patterns is essential to maximise profitability.

Regulated

Beyond healthcare and finance, other regulated industries such as pharmaceuticals, energy, and legal services face restrictions on what can be promoted and how it may be communicated.

In Australia, agencies must also consider guidelines set by the Therapeutic Goods Administration (TGA) for medical advertising, while all sectors remain accountable to ACCC standards on misleading conduct and ACMA rules under the Spam Act and Do Not Call Register.

Selection

The final stage in agency selection is structured questioning. Key areas of focus include:

• Evidence of results in similar industries
• Measurement frameworks for campaign success
• Platforms and analytical tools used in execution
• Processes for adapting to regulatory or market changes

Clear and confident responses assure that the agency has the systems, expertise, and adaptability to deliver on commitments.

Evaluation

Download

Download a copy of the Agency Evaluation Matrix to compare agencies using weighted scoring.

Directions

Set weights

Adjust the percentages if some areas matter more (e.g., regulated industries may give Sector Knowledge 20%).

Scores

For each criterion, assign a score (1–10).

Example:

Weighted scores

Multiply the score by the weight for each criterion.

Example: Professionalism (score 4 × 20%) = 0.8.

Compare

Add up totals per agency. The highest weighted score signals the best fit.

The right digital marketing agency will align with business objectives, bring proven experience, demonstrate expertise, maintain transparency, integrate culturally, and deliver measurable value. Attempting to manage digital campaigns without the right knowledge often leads to inefficiencies and poor results, much like building a house without a builder or wiring it without an electrician.

Combining structured inquiry with careful assessment of pricing, compliance, and sector experience, businesses can secure a partner capable of delivering accountable and sustainable digital growth.