Client satisfaction results 2023
MCI is part of mci group, an independent global marketing communications group with a human-first approach. We combine the talent, technology and creative power of our wholly owned agency network to connect brands, institutions and communities with their audiences in the digital age. Our purpose is clear: to help our clients to bring their people together and create a positive impact. Because it is our deepest insight that when people come together, magic happens.
Our recently published Company Report for 2023 highlights the advancements we made in various areas including sustainability and diversity. One of the results we’re most proud of is client satisfaction:
- Our Net Promoter Score (NPS) reached 72 in 2023, up from 69 in 2022. This score is notably higher than the average NPS of 60 typically seen in our sector, indicating strong client endorsement.
- Customer Experience Index (CXI): 123. This score reflects a “strong relationship” with our clients, compared to last year’s index of 118. This number illustrates our commitment to exceeding standard client relationship expectations.
- 96% of clients rated their relationship with our company as excellent or very good, showing our consistent dedication to client satisfaction.
Our client satisfaction measurement programme is designed to ensure we consistently meet and exceed client expectations through regular performance analyses and necessary organisational adjustments.
Here is a snapshot of the feedback we receive from our regular clients:
- “A true partnership where I can trust the agency to deliver what we need, and we work as a team to achieve it.”
- “The integrity, transparency, and professionalism that we value… open to feedback, suggestions, comments.”
- “An outstanding level of service, attention to detail while delivering a premium product and working with a great team.”
20 success stories
Take a look at just a few of the projects we produced for our partners and clients around the world in 2023.
- Extraordinary events
Black Flower Agency collaborated with Veuve Clicquot in the conception and execution of their 51st Bold Woman Award Ceremony. The event, which took place at the prestigious Institut Français de la Mode, and featured an exceptional panel of guests including Stella McCartney, helped Veuve Clicquot to support female entrepreneurs, and inspire future generations. Read more.
- Influencer book activation
At the opening event of the Panerai store in Geneva, Black Flower Agency collaborated with celebrity influencer, Mike Horn, hosting a photo call and exclusive meet-and-greet session to establish a deep connection between his community, Panerai and its audience. Read more.
- The Surgical Olympics
MCI Spain brought the spirit of the Olympic Games to life with a dynamic event for 200 participants in Madrid. With creativity at the forefront, they created an interactive experience with an LED-based main stage, combined with an integrated race runway and focused gamification, designed to help their client foster connections between a community of healthcare professionals. Read the case story.
- Gamification AI showcase
Dorier combined the skillsets of a Creative Technologist, Designer, MadMapper Manager and Developer, to design a game that demonstrated how IBM Watson revolutionises customer care with unparalleled speed and precision. The game has already travelled across New York, Frankfurt, Cannes and Orlando; and recently Madrid. Read the case story.
- A little bit of sparkle, a lot of pink!
Black Flower Agency developed a strategic partnership with Warner Bros. Entertainment to deliver sponsorship access and exclusive experiences around summer blockbuster, “Barbie,” for American Express. These activations helped American Express tap into the film’s cultural currency as a record-breaking box-office success. Read more.
- Watches & Wonders 2023
The Dorier team brought the Watches & Wonders exhibition in Geneva to life, providing design, technical direction, and white-glove technical support for exhibiting Maisons and producing conferences in The Auditorium that injected new interest in and engagement with Geneva’s watchmaking movement. Read the case story.
- Pride: Walk the talk
Dorier helped bring LVMH’s steadfast commitment to diversity and inclusion to life through the creation of their ‘Walk the Talk’ event. The team collaborated with William Lambourg of Paris Est Une Fete, and Hamid Hassani of têtu, to bring impactful, inclusive scenography to the stage. Read more.
- Human-AI collaboration
MCI Brazil used AI & human expertise to create an impactful event for BCG X, combining cutting-edge tools like ChatGPT with a host of interactive games to engage the audience whilst communicating BCG’s position as a market leader to over 200 participating executives, and expanding their lead base. Read the case story.
- European Defence and Security Conference
Business Bridge Europe, MCI Brussels & logos curated the third edition of the European Defence and Security Conference, which welcomed over 500 participants to the Palais d’Egmont in Brussels alongside key European defence experts including NATO’s Deputy Secretary General, to discuss the future of the sector. Read more.
- Boosting influencer engagement The MCI Brazil team brought Beiersdorf AG’s Eucerin brand to life with a launch event for the Sun Hydro Fluid 60 sunscreen. They implemented a multisensory live experience which explored the brand’s history and products in an instagrammable setting, earning the event over 1,000,000 digital impressions. Read the case story.
- Skyrocketing conference registrations
Seamless collaboration between Business Bridge Europe, MCI & logos saw this year’s European Space Conference soar, with 20 VIP keynotes delivered across 50+ sessions for over 1800 attendees. Read the case story.
- Award-winning work
MCI Singapore clinched two prestigious awards at the Marketing Event Awards 2023 for their Prudential Star Club Event 2022. The event helped Prudential Assurance Company Singapore celebrate the story of love by bringing their team together in the city of love itself, Paris. Read more.
- Making waves
MCI USA worked closely with OCEANS conference & expo to deliver a rebrand, comprehensive event management, registration & housing, and exhibit sales enhancement. They provided tangible results for their client, including a 15% increase in social followers, a 109% spike in website visitors and a 16% increase in email opens. Read the case story.
- One event: multiple locations
MCI The Netherlands collaborated with Shell to host the 2023 Shell PT-festival across three locations, with a total audience of around 6,000 employees. The team created content, built show & tell booths, and designed fun interactive & learning experiences to bring participants closer together and drive deeper engagement with the brand. Read the case story.
- Leveraging influencer reach at luxury event
MCI France crafted a meticulous brand activation, The Range Rover House, for Jaguar Land Rover in the prestigious Cap d’Antibes. The luxuriously decorated space featured bespoke art, immersive experiences and a host of masterclasses, providing a highly engaging backdrop Range Rover to showcase their new Sport SV, Edition One. Read the case story.
- Superior support
Ovation Spain supported several major ICT companies during the Mobile World Congress in Barcelona. The team executed a variety of services, including the chartering of over 70 limousines, thousands of hotel nights, staff manning various booths, and plenty of off-site events. Their quality logistical support was key to ensuring that their clients can focus on their own business and clients. See more.
- Strategic problem solving
MCI Canada received a BizBash EventExperience Award – Best Social Event, for their event with Mortgage Professionals Canada. This win speaks volumes about the team’s unwavering commitment to excellence and innovation in event planning, and underlines the quality of engagement they were able to bring to the MPC 2022 National Mortgage Conference. Read the case story.
- Unique experiences
Ovation Spain crafted a bespoke evening at the iconic Convent dels Àngels in Barcelona, where attendees were treated to local cuisine, unique cocktails, live music, and interactive experiences including tarot readings. The activation successfully fostered new connections between the client and their valued audience. See more.
- Achieving record attendance
MCI Dubai executed complete turnkey solutions for the IFOS Dubai 2023 conference, delivering impactful engagement across a five-day event with over 7000 delegates, 2500 speakers and 90+ industry partners and associations. They provided a full suite of support, including project management, scientific content and committee management, as well as being responsible for the event’s website, app and complete end-to-end marketing. Read the case story.
- Managing massive audiences
MCI China partnered with the China Anti-Cancer Association to deliver a series of activities to over 3700 participants at the Tianjin Stadium, and an audience of over 100M online. The event, which took place across several venues, with multiple elements, from keynotes to tree planting, helped CACA to deliver vital education and awareness around cancer research.
Our focus
mci group’s holistic approach is designed to give our clients everything they need to thrive in the digital age.
Creativity is an integral part of our DNA, and a powerful tool that we use to unlock new ways to approach challenges and generate deep, lasting engagement between our clients and their audiences. We are also dedicated to implementing innovation at every touchpoint, integrating the use of breakthrough technologies, such as generative AI and Web3, with a human-centric approach defined by creativity and compassion. By doing so, we can provide our clients with the kind of ambidexterity they need to adapt to the challenges they face.
Every project is approached with the aim to make it more sustainable, working closely with our clients to identify routes that go the distance in terms of having a low impact on the planet, building positive, ethical ties with local communities, and providing a safe and accepting environment for all.
United, we enrich culture, build communities, nurture growth and celebrate our shared success. Because by bringing people together, what we do shapes the future.
This article is an edited extract from the mci group Company Report. Download the report here.
Katerina Tolmacheva - Marketing Director
