OUR SERVICES

Successful businesses depend on successful relationships – between individuals, departments, and between companies and their professional partners.

Aprais enhances business relationships. With a global network of experts working with proprietary, state-of-the-art evaluation software, Aprais offers a consultative, results driven process of in depth evaluation, global benchmarking, and actionable steps aimed at maximising relationship productivity. Relationship management is all we do – so there is no possible conflict of interests.

Aprais services are tailored to suit each individual relationship’s goals and circumstances. Working with Aprais means that a client benefits from a combination of a full range of relationship and performance management options, including:

  • 360° evaluations – for full team on team evaluation situations where an in depth understanding of the relationship – through absolute scores and perception gaps – is required.
  • 180° evaluations – for lighter evaluations where full self evaluation and gap analysis is not essential
  • 90° evaluations - basic evaluations where a one-party view of the relationship is sufficient
  • Multi-way evaluations – complex evaluations involving 3 or more teams where it is necessary to capture and assess the interaction between the various teams that are involved in the relationship

An advertising agency checking client satisfaction levels

An advertising agency wishes to assess its relationships with its 24 clients. It wishes to evaluate what its clients think of the agency’s work and service levels – and take any necessary remedial action.

Not all clients, of course, are equally important to the agency. The top 3 clients account for 49% of agency revenue. For these 3 clients the agency decides to go with a full 360 evaluation process twice a year where the client evaluates both the agency and its own performance, and where the agency evaluates both the client and its own performance. The resulting report identifies gaps in perception as well as absolute scores – and enable resolution of misunderstandings in these key relationships. Results meetings are facilitated by an Aprais partner.

The next 9 clients account for a further 43% of revenue. Here the agency decides to run with a simpler 180 annual evaluation where the client assesses agency performance and the agency assesses client performance. Finally for the remaining 12 clients accounting for just 8% of revenue, the agency chooses a very basic 90 degree annual evaluation of itself by clients to complete the picture.

All results from the 24 evaluations are rolled up and analysed by an Aprais partner once a year to show the agency’s strength and weaknesses, and to suggest action planning to resolve issues.

The full evaluation programme is paid for by the agency.

A client wishes to improve its relationships with its key agencies

A marketing company has three key marketing communication relationships – with its creative agency, with its digital agency, and with its media agency. It is critical that these three relationships are regularly evaluated and managed to drive improving results and business growth.

Aprais, after discussion with both client and agencies, sets up three full 360 evaluations on a twice yearly basis to evaluate, and help manage, these relationships. In each relationship, the client evaluates the agency and the agency evaluates its own performance – and the agency evaluates the agency and its own performance. Both teams enter free form comments about the relationships.

Reports are run that identify not just absolute scores, but also the perception gaps between the client team and the agency team. They also show relevant benchmark information. These reports and analysed and presented by an Aprais partner to members of both teams at the same meeting. There is joint identification of issues and joint buy in to an action plan to resolve these.

The Aprais partner monitors the action planning process between evaluation rounds to ensure that commitments are met.

The cost of the evaluation programme is shared between the company and its communication partners.

Evaluating agency levels of collaboration and cooperation

The increasing complexity of relationships in the marketing communications area means that a client company will often need to evaluate and manage the collaboration and cooperation levels between its key communication partners to ensure maximum efficiency for its communications programmes. Creative, Digital and Media agencies have to work together for the client’s benefit.

Aprais has developed a series of multiway evaluation possibilities that assess and help manage not just the direct relationship between a client company and its individual marketing communication agencies – but can also assess and help manage the levels of collaboration and cooperation between the various agencies.

An Aprais partner sits down with key members of all teams to construct an evaluation programme that meets operational need. This may well be a combination of 360, 180, or even 90 degree evaluations. Once questionnaires are completed, Aprais analyses the results and presents to appropriate combinations of the teams. Issues are identified and action planning is put in place to address them.

An Aprais partner monitors action planning progress between evaluation rounds to ensure that all parties are doing what they committed to do.

The cost of the evaluation programme is shared between the company and its communication partners.

A project based agency wishes to check client satisfaction levels

A digital design agency works for its clients in a project basis. Relationships tend to be ongoing, but this is not formalised.

The value of individual projects is not sufficient to justify a full 360 evaluation programme, although the agency does wish to see client feedback.

The agency works with Aprais to set up a programme of self administered 90 evaluations. The agency buys a license to run 75 evaluations at a timing of its choice. It sets up individual evaluations with clients as soon as a project is completed – and the results give a quick overview of satisfaction levels.

Once a year an Aprais partner rolls up and analyses all results covering an agreed period. Common issues across clients are identified, and action planning is put in place to address these.

The full cost of the evaluation programme is paid by the agency.

Evaluating satisfaction levels throughout a project

A major Corporate Design agency is developing a £750,000 18 month programme for its largest client.

It wishes to evaluate the relationship throughout the project on a timing that is linked to specific deliverables. The purpose is to monitor satisfaction levels, but also to put learning in place as the project develops.

An Aprais partner sits down with the agency and the client to agree an appropriate timetable and an appropriate questionnaire for evaluations. It is agreed that evaluations should take place after 7 months. 13 months, and at the end of the project. These are full 360 where the client evaluates both the agency and its own performance , and where the agency evaluates both the client and its own performance. The resulting reports will identify gaps in perception as well as absolute scores – and enable resolution of misunderstandings. The results meetings are facilitated by an Aprais partner to help put action plans in place to address the issues that come though and make sure the next phase of the project proceeds smoothly.

The costs of the evaluation programme are shared by the client and the agency.

A global advertiser evaluating agency relationships in 38 markets

A global advertiser – using just one aligned agency – wishes to evaluate its local advertising relationships in 38 markets – both to manage those relationships to best effect and also to generate globally consistent rolled up data to feed into bonus payment at a central level.

6 markets account for 54% of global client revenue. For these 6 markets the client and the agency decide to implement a full 360 evaluation process twice a year where the client evaluates the agency and its own performance, and where the agency evaluates both the client and its own performance. The resulting reports identify gaps in perception as well as absolute scores – and enable resolution of misunderstandings in these key relationships. Local results meetings are facilitated by Aprais partners.

The next 28 markets account for a further 28% of revenue. Here the client and agency decide to run with a simpler 180 annual evaluation where the client assesses agency performance and the agency assesses client performance. Finally for the remaining 22 markets accounting for just 18% of global revenue the client and agency choose a very basic 90 annual evaluation of the agency by the client to complete the picture.

All the results from the 38 markets are rolled up and analysed by Aprais once a year to show the agency’s areas of strength and weakness, and to suggest action planning to resolve issues. Scores are benchmarked and feed into bonus payment.

Costs are shared by the client company and the agency.