AGENCY REPORT 1999: BGB and Associates

Travel specialist BGB and Associates notched up the joint second highest client assessment marks of this report. By contrast, it got one of the lower agency credentials scores, suggesting that its operating model may be unorthodox, but it certainly works.

Travel specialist BGB and Associates notched up the joint second

highest client assessment marks of this report. By contrast, it got one

of the lower agency credentials scores, suggesting that its operating

model may be unorthodox, but it certainly works.



With clients awarding it a consistent 90 per cent across the board, it

is evident that the agency shone in all areas. Respondents praised the

responsiveness of the agency to their needs. One client commented: ’They

are very professional, reliable, accurate and effective. They get the

job done and on time.’



In addition, all clients felt the agency has excellent contacts and

offered tough and unpalatable advice when necessary. The majority of

clients said the agency has improved its performance on last year and

provided very good value for money.



Turning to its agency credentials, at first glance BGB would appear to

be under investing in its infrastructure. But as a strong player within

its niche, the agency places a definite emphasis on human contact rather

than technology in its relationship with clients and opinion

formers.



There is perhaps a need for more proactivity in dealing with clients

but, as one says: ’If something niggles me, I take it up with them

straight away and they sort it out.’



Star Rating ****



AGENCY CREDENTIALS

                           MARK   OUT OF

Business performance          8       12

Staff                         6       10

Infrastructure                1        5

Quality controls              6       10

Industry recognition          2        3

Total                        23       40


Client assessment

                           MARK   OUT OF

Pitch promises                9       10

Relationship with agency      9       10

Nuts and bolts                9       10

Evaluation                    9       10

Client satisfaction          18       20

Total                        54       60



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