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
