15 Questions to Ask Before Hiring a Web Agency

1. What's your typical project timeline, and what can delay it?

Good agencies give realistic timelines and name specific risks: client feedback delays, scope changes, technical discoveries. Vague answers like "4-6 weeks" without context suggest inexperience.

2. How do you handle scope changes?

Changes happen. Professional agencies have a clear change request process with documented impact on timeline and cost. Run from "we'll figure it out as we go."

3. Who will actually work on my project?

Ask to meet the people doing the work. Some agencies pitch with senior staff, then hand projects to juniors. Know who's building your site.

4. What's included in this price, and what costs extra?

Get a line-item breakdown. Common surprises: hosting, stock photos, content migration, SSL certificates, training. If it's not listed, it's probably extra.

5. What's your payment structure?

Typical: 30-50% upfront, milestone payments, final payment at launch. 100% upfront is a red flag. "Pay when you're happy" is unrealistic.

6. What happens if the project goes over budget?

Fixed-price contracts put risk on the agency. Time-and-materials put risk on you. Understand which you're signing.

7. What's the contract termination process?

Projects sometimes fail. Know your exit rights, what you own if you leave, and any penalties.

8. Will I own the design files, code, and content?

This should be unambiguous: you own everything created for you. Some agencies retain ownership to lock you in. Avoid them.

9. Can I take the website to another provider?

Proprietary systems trap you. Standard technologies (WordPress, Next.js, Shopify) are portable. Custom platforms may not be.

10. What documentation will I receive?

At minimum: design files, source code, login credentials, content backup, technical documentation. Ask for specifics.

11. What happens after launch?

Launch isn't the end. Ask about post-launch support: How long? What's covered? What costs extra?

12. Do you offer ongoing maintenance?

Websites need updates. If this agency doesn't maintain sites, who will? Get a recommendation or plan.

13. What's your response time for emergencies?

Sites go down. Know how quickly the agency responds and what "emergency" means to them.

14. Can I speak with recent clients?

References should be easy to provide. Hesitation suggests problems. Actually call the references.

15. What's a project that didn't go well, and what did you learn?

Every agency has failures. Honest answers show maturity. Defensive answers show a culture that doesn't learn.

Bonus: Ask about their own website.

If an agency's website is slow, outdated, or broken, that tells you something.