ugl services 2011 watkins survey results

2011 Watkins Research Survey Results

Survey Snapshot

What is the Watkins Survey? Bi-annual survey of corporate real estate executives evaluating 23 corporate real

t t i fiestate services firms. Service provider models, service lines and selection criteria are also assessed.

Who participates?Who participates? Between February and March of 2011, the Watkins Research Group surveyed over

200 key corporate real estate executives and decision makers. The participants represented 191 firms, which included 53 Fortune 500 firms, 46

Fi i l Ti Gl b l 500 fi 112 bli l t d d i 70 i t l h ldFinancial Times Global 500 firms, 112 publicly traded companies, 70 privately held firms and 9 government agencies.

Why is it important?y Conducted every two years, the Watkins Survey is viewed as the industry standard

for gauging the motivation for hiring a CRE firm, along with the level of satisfaction of organizations with the providers of CRE services.

Source: Watkins Research Group

Firms Evaluated

23 Corporate Real Estate Services Firms Were Evaluated in the 2011 Survey

ABM Industries Binswanger BNP Paribas Real Estate

GVA Worldwide Johnson Controls (JCI) Jones Lang LaSalle

Cassidy Turley CB Richard Ellis Colliers International CORFAC International

Julien J. Studley Inc. Lee & Associates Mohr Partners

NAI Gl b l CORFAC International CRESA Partners Cushman & Wakefield DTZ

NAI Global Newmark Knight Frank Sodexo Transwestern Commercial Services

Fisher & Co. Grubb & Ellis Company

Transwestern Commercial Services UGL Services


Overall Industry Breakdown

21.6%

18.5%

13.0%

Manufacturing & Industrial

Banking & Finance

Technology

6.2%

5.6%

5.6%

4 9%

Healthcare

Bio Pharma

Telecommunications

Energy 4.9%

4.3%

3.7%

2.5%

2 5%

Energy

Misc Services

Retail

Enginerring

Transportation 2.5%

2.5%

1.9%

1.2%

Transportation

University

Real Estate

Government

0.6%

0.6%

0.0%

0.0%

Entertainment

Law

Airlines

Internet Services & Retailing

4.9%Other

2011 OverallSource: Watkins Research Group

Survey Highlights

We received high rankings and notable industry advancement:

UGL S i k d th #1 t d d fi ll 23 i UGL Services was ranked the #1 most recommended firm among all 23 service providers.

When deciding to hire a new service provider, UGL Services was ranked in the top g p , pquartile in all 10 selection criteria.

UGL Services was ranked the #1 service provider in 4 of the 10 selection attributes (several of these attributes are of “top” importance)(several of these attributes are of top importance).

UGL Services achieved the greatest improvement in position on the overall Perceptual Map (2011 survey vs. 2009 survey).

UGL Services was ranked #1 among Tenant Representation firms (as in 2009) and #2 overall.


Top Client Advocate Score™ Ranking

In a widely recognized indicator of loyalty called the Client Advocate Score (CAS), the survey participants were asked a simple, yet very important question:

“How likely are you to recommend UGL Services to a company or a friend?”

Based on the results of this question, UGL Services was ranked #1 across all 23 service providers. This top ranking is consistent with other data in the survey that show how highly

d d idregarded we are as a provider.

The CAS is particularly important because the survey also highlights that when making a decision to hire a service provider, the greatest influence cited by 75% of the p g yrespondents was “advice from peers.”


CAS Rankings: UGL ServicesWas the Clear Winner

2011 CRES Overall Client Advocate The overall CAS for UGL

S i i 2011 72 0 Scores

52.5

72.0

28.0

UGL ServicesServices in 2011 was +72.0, the best overall.

The proportion of respondents 19.2

19.0

0.0

p p panswering with a “9” or “10” (i.e., promoters) for UGL Services was equal to 80% of all respondents.

(5.5)

(11.9)

(12.5)

(13 6)

2011 Overall2009 Overall

p

In addition to the overall score, the CAS for UGL Services clients was +85 0 (13.6)

(14.8)

(15.0)

(63.6)

Services clients was +85.0.

( )


Evaluation and Selection Criteria

Factors Importance of Evaluation Factors

UGL ServicesOverall Rank

Rank Amongst Tenant Rep Firms

UGL ServicesScore

Is Business Savvy Most Important #2 #1 7.67

Understands and Avoids Conflict of Interest #1 #1 7.94

Adapts Their Services to Fit Your Firm #1 #1 7.60

Delivers Results On-time & Within Agreed Upon Budget #1 #1 7.67

Has a Strong Reputation & Is Respected in the Industry #5 #1 7.37

I Fi i ll St C #5 #1 7 50Is a Financially Strong Company #5 #1 7.50

Has Rational Pricing #1 #1 7.39

Monitors Performance with Metrics #3 #1 7.06

Uses State-of-the-Art Technology #4 #1 6.67

Has Offices in all the Major Markets Where I Need Them Least Important #4 #1 6.73


Selecting Service Providers

When deciding to hire a new service provider, Watkins Research grouped all of the business attributes that service providers look at when assessing service providers under two primary headings: “Strong Client Orientation” and “Adds to Bottom Line”:headings: Strong Client Orientation and Adds to Bottom Line :

Strong Client Orientation Adapts services to fit my firms needs: top quartile, ranked #1 overall Has rational pricing: top quartile, ranked #1 overall Understands & avoids conflict of interest: top quartile, ranked #1 overall Strong reputation & respected in the industry: top quartile, ranked #5 overall

Adds to the Bottom Line Delivers results on-time & within budget: top quartile, ranked #1 overall Is business savvy: top quartile, ranked #2 overally p q , Monitors performance with metrics: top quartile, ranked #3 overall State-of-the-art technology: top quartile, ranked #4 overall


2011 Perceptual MapUGL Services vs. All Firms

Adds to Bottom Line +

UGL Services

+-

Strong Client Orientation

2011 Overall

-


2011 Perceptual MapUGL Services vs. Other Tenant Rep Firmsp

Adds to Bottom Line

Is Business SavvyUses State-of-the-Art TechnologyM it P f ith M t i

+

UGL ServicesMonitors Performance with MetricsDelivers Results On-time and Within agreed upon Budget

+-

Strong Client Orientation

Adapts their Services to fit my Firm's Needs/CultureHas Rational PricingHas a Strong Reputation & Respected in the IndustryUnderstands and Avoids Conflict of Interest

2011 Overall

-
