Question 1

Have you worked with companies in our industry before?

Accepted Answer

Primal works with clients in many industries, so the answer is often yes. During discovery, the team shares the relevant work it is allowed to show. Some work is covered by non-disclosure agreements (NDAs) and cannot be shared, so tell Primal your industry and ask for matching examples.

Question 2

How long is the contract, and can we leave if the results fall short?

Accepted Answer

Agreements usually run for 12 months. Primal and you agree the key performance indicators (KPIs) in writing within 30 days of launch, once there are four weeks of data. If they are not met by the six-month review, you may end the agreement with 30 days' written notice, under our performance guarantee.

Question 3

What services does Primal offer?

Accepted Answer

Primal is a marketing agency where an integrated team covers strategy, search, performance, creative, social and data. In practice that includes SEO, AI visibility, Google and Meta ads, lead generation campaigns, digital public relations (PR), content and website design.

Question 4

Where are your offices, and how big is your team?

Accepted Answer

Primal has offices in Kuala Lumpur, Bangkok and Singapore, with about 150 people, and has operated since 2015. Media buying for Malaysian clients is done in the Kuala Lumpur office.

Question 5

What access do you need to our accounts to get started?

Accepted Answer

Primal needs page and ad account access on each platform it runs, plus Google Analytics for the website. You keep ownership and the admin rights. When access is not possible yet, the work starts from your reports, screenshots and Primal's own tools, and the accounts are connected later.

Question 6

What does your package include?

Accepted Answer

Each package is put together after a review of your market and of the channels your competitors use, so it lists only what your strategy needs. The work can cover research, strategy, search engine optimisation (SEO), ads, content, outreach and reporting.

Question 7

How do you report results, and can we see them ourselves?

Accepted Answer

Yes. You keep ownership of your data, and Primal connects to your Google Analytics, Search Console, Tag Manager and ad accounts. Results come in a dashboard made from that data, or in your own reporting dashboard if you prefer, and a project manager reviews them with you every two weeks.

Question 8

How soon can you launch?

Accepted Answer

Advertising can usually go live within two weeks of the first payment, once the accounts and tracking are connected. A new website can launch in the same window when its scope is small.

Question 9

How does your proposal process work, and how long does it take to receive a proposal?

Accepted Answer

A proposal usually arrives three to five working days after the discovery call, and sooner when your team is available for follow-up questions. Discovery covers your business, goals, competitors and markets. Primal does not send a standard quote before then, because each proposal is a strategy made for your business.

Question 10

Is the ad budget included in your fee, or do we pay it on top?

Accepted Answer

The ad budget is separate from Primal's fee. Media management starts from RM3,980 a month per channel, plus your ad spend. In Malaysia the ads can run in your own ad accounts, paid on your card, or in Primal's accounts with the media billed through Primal, depending on who pays for the media.

Question 11

Which countries and languages can you run campaigns in?

Accepted Answer

Primal can run campaigns across up to eight markets at once from an integrated team, and has done so for a regional brand. The core markets are Malaysia, Singapore and Thailand, with an office in each, and campaigns run in English and in Thai.

Question 12

Will we have a dedicated account manager, and who will we work with day to day?

Accepted Answer

Yes. Each client has an account manager as the main contact. Day to day you talk over chat, such as WhatsApp, Teams or Slack, with a call at least every two weeks and a monthly report, plus a meeting to go through it when you need one. Some enterprise clients meet and receive reports weekly.

Question 13

What happens after we sign, and how does onboarding work?

Accepted Answer

After you sign the agreement, Primal sends an invoice and holds an onboarding workshop between the working team and you to cover anything still missing. The team then sets up the work and gets access to your ad accounts. Your account manager learns your strategy, and the team lists what it needs from you.

Question 14

Can our team keep part of the work in-house?

Accepted Answer

Yes. Many clients keep design, community replies or site changes with their own team. Primal takes the parts you need help with and writes recommendations for the rest, which your team can carry out.

Question 15

What results do you guarantee, and what happens if you do not deliver them?

Accepted Answer

Primal guarantees performance against key performance indicators (KPIs) agreed in writing within 30 days of launch, once there are four weeks of data. If they are not met by the six-month review, you may end the agreement with 30 days' written notice. Typical measures are AI visibility and keywords on page one of Google.

Question 16

Do you have case studies we can look at?

Accepted Answer

Yes. Primal has a library of case studies and sends the ones that match your industry after a call, along with its credentials. Some work is covered by non-disclosure agreements (NDAs) and cannot be shown.

Question 17

How does Primal charge: a monthly retainer, a management fee plus ad spend, or a fixed project fee?

Accepted Answer

Primal works on a monthly retainer. For ads, that is a management fee plus your ad spend, and the spend can change with your goals and the season. Media management starts from RM3,980 a month per channel, plus your ad spend, which is billed separately.

Question 18

How much do you charge for your services each month?

Accepted Answer

SEO at Primal runs inside an ElevateSEO program, from RM5,500 a month. Media management starts from RM3,980 a month per channel, plus your ad spend, which is billed separately. Fees above those minimums depend on the scope of work, the competition in your market and your goals, so Primal quotes after reviewing them.

Question 19

How long has Primal been in business, and who are your biggest clients?

Accepted Answer

Primal is a marketing agency that started in 2015, with offices in Kuala Lumpur, Bangkok and Singapore. An integrated team covers strategy, search, performance, creative, social and data. Primal shares its company credentials with prospective clients on request, so you can check its background before you decide.

Question 20

When do we pay, and do you need a deposit before starting?

Accepted Answer

Primal often asks for payment upfront. Most agreements are a flat monthly or quarterly fee. Shorter agreements carry a set-up fee, and project work, such as a website, takes a deposit. Credit terms can be offered once there is a strong payment history. Ad spend is billed separately from the fee.

Question 21

What are the differences between your packages, and can you give us several options to choose from?

Accepted Answer

Packages differ mainly by scope, which is the number of channels. A starter package runs one channel, such as Meta, and a larger package runs several, such as Google, Meta and Performance Max. Primal usually presents a few options in the proposal, so you can compare scope against budget before choosing.

Question 22

How often do we meet, and how do we stay in touch day to day?

Accepted Answer

Day to day you talk to your account manager over chat, such as WhatsApp, Teams or Slack. There is a call at least every two weeks, and a monthly report with a meeting to go through it when you need one. Some enterprise clients meet and receive reports weekly.

Question 23

What information and materials do you need from us before you start?

Accepted Answer

Primal needs your goals, the markets and services you want to focus on, your competitors, buyer personas and past marketing results, including monthly lead numbers. If you ran Google Ads before, the search query report helps. There is no fixed format, and an onboarding workshop collects the rest.

Question 24

What is the minimum budget, and can we start small and add more later?

Accepted Answer

Media management starts from RM3,980 a month per channel, plus your ad spend, which is billed separately. SEO and AI search at Primal run inside an ElevateSEO program, from RM5,500 a month. You can start with one channel and add more later. Agreements usually run for 12 months, and shorter ones carry a set-up fee.

Question 25

Do you use AI tools, and can we use them too?

Accepted Answer

Primal's team works with INSTINCT®, its internal AI capability, for research, strategy and reporting. It stays internal, so clients get the work it speeds up rather than a login. The work is still done by people, with AI behind them.

Question 26

Can you send a price list or a written quote before the strategy stage?

Accepted Answer

No. Primal does not send a standard price list or quote before the discovery call, because each proposal is a strategy made for your business. SEO at Primal runs inside an ElevateSEO program, from RM5,500 a month, and media management starts from RM3,980 a month per channel, plus your ad spend.

Question 27

Can we pay by card, and can you quote and invoice in our own currency?

Accepted Answer

Primal quotes and invoices in Malaysian ringgit by default, and can quote in Singapore dollars or US dollars on request. You can pay by bank transfer or by card.

Question 28

Who will work on our account, how senior are they, and how is the team set up?

Accepted Answer

Primal sets the team for your account once it has your brief, during strategy development. Larger accounts go to an enterprise team. The wider team covers strategy, search, performance, creative and data, with an account manager as your main contact.

Question 29

How is Primal different from other agencies?

Accepted Answer

Primal puts strategy, search, performance, creative, social and data in an integrated team, with offices in Kuala Lumpur, Bangkok and Singapore. It uses campaign data to decide what to expand, and it offers performance guarantees, with key performance indicators (KPIs) agreed in writing within 30 days of launch.

Question 30

How do you take over from our current agency without disrupting our campaigns?

Accepted Answer

Primal reviews the current set-up, structure and ads first, then keeps what performs and changes what does not. If you own the ad accounts, the history stays with you, which reduces disruption. Any change brings a short learning period, so Primal agrees the handover with you before it starts.

Question 31

Will you run ads in our own ad account or in your own?

Accepted Answer

Either. In Malaysia the ads can run in your own ad accounts, where you pay the platform for the ad spend on your card and pay Primal the management fee, or in Primal's accounts, with the media billed through Primal. It depends on who pays for the media.

Question 32

Is there a set-up fee, and which fees are one-off and which are monthly?

Accepted Answer

Shorter agreements carry a one-off set-up fee, and project work, such as a website, takes a deposit. SEO and media management are flat monthly or quarterly fees, and ad spend is billed separately. Media management starts from RM3,980 a month per channel. Agreements usually run for 12 months.

Question 33

Can part of your fee depend on results, such as bonuses or revenue sharing?

Accepted Answer

Primal's fee is usually a flat monthly or quarterly fee, not a share of revenue. The link to results is the performance guarantee. Key performance indicators (KPIs) are agreed in writing within 30 days of launch and reviewed at six months.

Question 34

What are the next steps to get a quote and start working together?

Accepted Answer

Primal asks a few questions to cover any gaps, then proposes the scope and a quotation. After you review it, Primal sends the agreement, and work starts once you sign.

Question 35

Are there extra charges, such as tax or tool fees, on top of the quoted fees?

Accepted Answer

Malaysian service tax (SST) is added to the quoted fee. Tools and dashboards carry no extra fee, because they are part of the program. Ad spend is billed separately, and the ad platforms add their own tax on it.

Question 36

Can you give us a discount, or are your prices negotiable?

Accepted Answer

Sometimes. Primal sets the scope first, then the fee. Taking more than one service together, or paying several months upfront, can lower the total.

Question 37

What measurable targets will you commit to, and how do you track them?

Accepted Answer

Primal agrees written key performance indicators (KPIs) within 30 days of launch, once four weeks of data set a baseline. They cover keyword rankings, AI visibility, AI and SEO traffic and the enquiries these bring. If they are not met by the six-month review, you may end the agreement with 30 days' written notice.

Question 38

How do your fees and budgets change when we advertise in several countries or channels?

Accepted Answer

Each extra channel or country adds a fee and its own ad budget. Media management starts from RM3,980 a month per channel, plus your ad spend, which is billed separately. SEO is priced per country, and bundled packages can lower the total.

Question 39

How do we give you access to Google Analytics, Google Ads and Google Tag Manager?

Accepted Answer

You share access in each tool separately. In Google Analytics, open Admin and add Primal's email as a user. For Google Ads, send Primal your account ID and approve the link request that follows. In Google Tag Manager, add the email as a user on the container and check the container ID matches the one Primal sends.

Question 40

Is Primal independent, or part of a group with other agencies?

Accepted Answer

Primal is independent and not owned by a larger agency network.

Question 41

How much time and input do you need from our team?

Accepted Answer

Primal mainly needs your approvals and access. Work starts with an onboarding call and templates for you to fill in, and the first weeks need a few more check-ins. After that, you talk over chat day to day, with a call at least every two weeks and a monthly report.

Question 42

What are your working hours, and do you support us at weekends?

Accepted Answer

Primal works 9am to 6pm on weekdays and does not offer weekend support as standard. Ads are checked every day. If a weekend launch is likely, raise it at onboarding so the team can prepare for it.

Question 43

Where do the figures and growth forecasts in your proposals and reports come from, and are they guaranteed?

Accepted Answer

No. Proposal figures are estimates from your analytics, Primal's past work and research, not promised results. Performance guarantees apply to key performance indicators (KPIs) agreed in writing within 30 days of launch. If they are not met by the six-month review, you may end the agreement with 30 days' written notice.

Question 44

If we cannot give you direct access to our analytics, can you work from exports or dashboards?

Accepted Answer

Yes, Primal can work from exports of your Google Analytics 4 (GA4) and Google Search Console reports, or from a dashboard you set up for the team to view. After the call Primal sends a list of the reports and metrics to export. Where no data is shared, the team works from its own tools.

Question 45

Which analytics tools do you use to track results, and can you work with ours?

Accepted Answer

Primal tracks results in Google Analytics and its own search data tools. If your site runs a different analytics tool, the team can work from exports of your reports. Share the name of the tool before the proposal, so Primal can confirm how it fits.

Question 46

Can SEO, AI search and paid media be bought together as one package?

Accepted Answer

Yes, Primal puts SEO, AI search and paid media into one proposal, so the decision maker sees the whole strategy in one place. You can start with ads straight away, or start with both together. Primal talks through both options on the same call.

Question 47

Do you offer advice or a review at no cost before we sign?

Accepted Answer

Yes. The discovery call and the marketing strategy Primal prepares after it are at no charge. A deeper review of your website or social profiles is separate work, agreed after the call.

Question 48

How much does SEO cost per month?

Accepted Answer

SEO at Primal runs inside an ElevateSEO program, from RM5,500 a month. The price rises with competition and the number of topics covered, so a business in a highly competitive market needs a higher tier. Primal confirms the exact monthly fee after discovery.

Question 49

Do you handle PR and media engagement?

Accepted Answer

Yes, as digital PR. Primal earns coverage and links on news and industry sites, and does not run events or press conferences.

Question 50

Can you run SEO across several countries, and what does it cost?

Accepted Answer

Yes. Primal runs SEO across several countries and prices each country as its own package, from RM5,500 a month. Each country's fee depends on the competition in your industry there and on your site's current strength, such as brand searches and authority. A second website is priced separately, and bundled packages can lower the total.

Question 51

How does SEO work, and what does the process look like from start to finish?

Accepted Answer

SEO at Primal starts with fixing the site so it loads quickly and follows Google's ranking practice, then adds content on the pages that earn enquiries. Links and digital public relations run alongside, and blog content follows. Primal reports keyword rankings and AI visibility, and agrees the keyword list with you after onboarding.

Question 52

How long does SEO take to show results?

Accepted Answer

Results usually show within the first six months, when Primal's recommendations are fully put in place. Delays in technical fixes, or in uploading on-site content and blog posts, usually push results beyond six months.

Question 53

Who writes the content and chooses the topics, and do we get to approve it?

Accepted Answer

Primal's writers research and write the content and suggest the topics, and you review and approve each piece before it goes live. You need someone on your side with time to review and add specialist input, especially on topics where regulations change.

Question 54

How do you choose which keywords to target, and how do you check they are realistic?

Accepted Answer

Primal starts from your business priorities, then picks keywords that have search volume and show buying intent, with matching AI prompts to track. The team checks how competitive each keyword is and sends a recommendation after onboarding, and you approve the final list.

Question 55

Should we use one domain with a subfolder for each country, or a separate domain for each country?

Accepted Answer

Primal usually recommends one domain with a subfolder for each country, because links and ranking strength then support one site. A separate domain per country spreads them across several sites, and each needs its own links. Each country subfolder can carry its own category and product pages, targeted at that market's keywords.

Question 56

How much does link building cost, and how many links do we get for that?

Accepted Answer

Links are included in the ElevateSEO program, not priced per link. SEO at Primal runs inside an ElevateSEO program, from RM5,500 a month. A share of the fee pays for links, and Primal does not promise a fixed number each month, because the links available depend on your market and the sites worth a placement.

Question 57

Should we keep several websites or combine them under one domain, and how do we do it without losing rankings?

Accepted Answer

Primal decides site by site, based on where each one needs to rank. When sites merge into one domain, Primal starts with the lowest-traffic site and redirects every old web address to a new one. Google usually takes one to three months to process it. A small site takes a few weeks, and some take six months or more.

Question 58

How do you protect our search rankings when we rebrand or change to a new website?

Accepted Answer

Primal writes a migration map that redirects every old page address to its matching new page, so the site's search authority carries over. We record current keywords and traffic first, to compare after launch. If the brand name changes, a short announcement on the new site tells visitors why.

Question 59

How do you find the keywords business buyers use for a new product?

Accepted Answer

Research starts from the problems buyers describe, not from the product's name. Each phrase is checked for search volume and for the pages that rank on it, and phrases that pull in consumers rather than business buyers are dropped.

Question 60

Are more backlinks always better, and how do you judge link quality?

Accepted Answer

No, more backlinks are not always better, because the relevance of the linking site matters more than the number of links. Primal checks which sites link to your competitors and compares your backlink profile against theirs. A site can be little known and still worth a link if it reaches the right readers and drives value.

Question 61

What are your SEO package levels, and how do they differ?

Accepted Answer

SEO packages differ in scope, with higher levels covering more blog posts, keywords, AI search prompts and target pages on your site. The more service areas and focus areas a business has, the higher the level it usually needs. Primal proposes options after learning your goals, so you can compare what each covers.

Question 62

How many leads can SEO bring in, and what results can we expect for our budget?

Accepted Answer

Primal does not promise a lead number up front. We start from the leads you get now, set a target that fits your budget and market, and agree key performance indicators (KPIs) in writing within 30 days of launch. If they are not met by the six-month review, you may end the agreement with 30 days' written notice.

Question 63

What if our own team cannot make the website changes you recommend?

Accepted Answer

Primal keeps working on content, topic pages and off-site work while your technical changes wait. Technical fixes matter most, though, so changes that never go live limit what Primal can guarantee. Performance guarantees depend on the agreed changes being made.

Question 64

How many articles or blogs do you publish each month?

Accepted Answer

The number of articles depends on your ElevateSEO program and is set in your proposal. Primal proposes the topics, you approve each piece, and the volume can rise for websites that need more content.

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