AGENCY REPORT 1999: Keene Integrated Marketing and PR

Keene turned in an impressive all round score, and its agency credentials were particularly good. With 13 per cent of fee income ploughed straight back into staff training and a range of employee benefits including share options and client satisfaction bonuses, the agency scored maximum points for staff. Similarly, a raft of self-marketing strategies and technology applications meant an excellent infrastructure score.

Keene turned in an impressive all round score, and its agency

credentials were particularly good. With 13 per cent of fee income

ploughed straight back into staff training and a range of employee

benefits including share options and client satisfaction bonuses, the

agency scored maximum points for staff. Similarly, a raft of

self-marketing strategies and technology applications meant an excellent

infrastructure score.



A good business performance was achieved through a strong average fee

income per head and a comprehensive business strategy. In addition,

Investors in People accreditation, a full time planning function and an

array of in-house evaluation systems meant an excellent score for

quality.



Clients have good things to say about Keene ranging from ’professional

and friendly’ to ’creative and very good commercial sense’. Respondents

were impressed by the level of contact they have with the agency, and

its responsiveness to their needs.



In the nuts and bolts category clients were mostly positive, although

some felt Keene should pay more attention to detail and be more ready to

offer tough advice.



Overall satisfaction is good, with several respondents rating the

agency’s performance as improved on last year.



Star Rating *****



AGENCY CREDENTIALS

                           MARK   OUT OF

Business performance          8       12

Staff                        10       10

Infrastructure                5        5

Quality controls              9       10

Industry recognition          2        3

Total                        34       40


CLIENT ASSESSMENT

                           MARK   OUT OF

Pitch promises                7       10

Relationship with agency      8       10

Nuts and bolts                8       10

Evaluation                    6       10

Client satisfaction          17       20

Total                        46       60



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