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
