Brancel provided bus transportation for me and my bike from the end of the ride to the beginning of the ride, and transported my gear during the ride itself.
Overall, my experience was excellent, I'd recommend Brancel.
Pre-ride Communications
Very good.
I sent them their form and check before the RAGBRAI lottery. Brancel sent me an email in June asking for wristband numbers. I sent the number, and got a confirmation email back.
Later in June, they sent out a document with their tour information, and sent out an online questionnaire to ask how many people wanted morning coffee service and mid-week laundry service. The tour document explained where to go, optional indoor sleeping options, and described the daily ride routine (departure times, etc).
Brancel took care to update their website regularly to indicate which services were available/sold out.
Bus ride
Very good.
I found Brancel, checked in, they provided luggage tags and put my bike on a moving truck. My bike suffered no scratches or damage during the trip. The tour is big enough to fill several busses, took a while to get them all loaded and on the road. RAGBRAI safety video shown on the bus on the way.
During the Ride
Very good.
We generally had fine camping spots. RAGBRAI might mean "waiting in line to pee", and there was some of that, but in a couple of cases, they found camping areas away from the unwashed masses, but toilets and showers were always within a block or two. They provided an awning, chairs, and drinks (for purchase) after each day's ride. They had luggage color-coded with luggage tags that made finding luggage after each day's ride a bit easier. On days when rain threatened, they did a good job trying to keep luggage dry with plastic tarps (doesn't help you find your luggage of course). They also provided a portable generator with plugins to recharge phones -- this proved to be very popular, was sometimes hard to get an outlet.
New this year was a mid-week laundry service. They tried using little plastic laundry bags to keep people's stuff separated, but the bags proved too flimsy, and we ended up having to do a little sorting. No big deal.
After the ride
Brancel sent out a satisfaction survey, and for the next year, they sent out an email announcement for their services using constant contact.
Summary
Clearly, not only does the Brancel team know what they are doing, they strive to improve their services every year by asking their customers what they need and trying to deliver.
