Countrywide Porter Novelli’s all round performance this year was
good, with clients praising the chemistry they had with the agency.
However, its credentials score was something of a mixed bag.
The agency gained full marks for infrastructure with a Y2K team in
place, dedicated marketing staff and use of an external PR
consultancy.
Similarly, with ISO9002, Investors in People, in-house planning function
and a host of industry awards, CPN also had top scores for both quality
and industry recognition.
However, the agency’s business performance score was let down by
disappointing fee income growth and it was marked down for above average
turnover of personnel and below average expenditure on training.
Client satisfaction with CPN was high, with all rating the agency’s
overall performance as ’good’ to ’excellent’. One respondent drew
attention to its ’original ideas’.
In terms of nuts and bolts, clients particularly liked its ability to
meet deadlines and keep promises, and all viewed their relationship
favourably.
Clients were hard-pushed to highlight anything they didn’t like about
the agency, and many said they trusted Countrywide Porter Novelli and
appreciated their professionalism and quick response times.
Star Rating ****
AGENCY CREDENTIALS
MARK OUT OF
Business performance 5 12
Staff 6 10
Infrastructure 5 5
Quality controls 10 10
Industry recognition 3 3
Total 29 40
CLIENT ASSESSMENT
MARK OUT OF
Pitch promises 7 10
Relationship with agency 8 10
Nuts and bolts 8 10
Evaluation 7 10
Client satisfaction 17 20
Total 47 60
