This post follows beaton’s successful joint webinar with APSMA on 22 November 2016. During this webinar, Paul Hugh-Jones (Partner, beaton) and George Beaton (Executive Chairman, beaton) discuss trends in client buying behaviour, best practice in client centricity and why becoming more client centric will improve your firm’s financial performance. To watch the full webinar, please click on this link.
My post asks "Are you moving your NPS dial?" because beaton wants to encourage all firms to work on doing the same! This is the first time beaton has published the extent to which some firms are improving their NPS. (more…)
This post examines the difference between relationship and transactional surveys. My purpose is to give those interested in the research underlying Net Promoter Score® (NPS) a better idea of how to think about the types of data that each of these forms of survey captures. In particular, I discuss this in relation to NPS, as a firm's NPS score can be very different depending on whether the survey is about B2B relationship or B2B transactions. (more…)
Which firms have the highest relationship NPS of all? is a finding based on the mining of beaton's datasets gathered in our large scale surveys of the clients of professional services firms in Australia and New Zealand. Which firms score highest? What's this mean? And why do I refer to 'relationship' NPS in the title?
In Why 11 A & NZ professional associations support the 2017 Client Choice Awards, beaton expresses our appreciation to the 'full house' of major A & NZ professional associations that have affirmed their support for the 2017 Financial Review Client Choice Awards. (more…)
Some firms do. Some don't. In which category did this managing principal's firm fall? We asked ourselves this question this week when we received an email from the managing principal of a prominent firm: "We've decided to enter the Client Choice Awards for the first time, and we're hoping to at least be a finalist on the big night....". (more…)
Drawing on a professional and financial services career spanning 35 years, David acts as an adviser to Beaton clients in respect to the strategic insights that professional services firms can obtain from our suite of benchmark products as well as ad-hoc research solutions.
The Strategy Playbook for professional services firms is a new service from beaton. Strategy Playbook has been researched and written for the c-suite of professional services firms as a fresh, evidence-based guide to formulation and execution of strategy. (more…)
This blog was prompted by a question and comment from a client, who asked “Given we provided a database of 6,320 contacts, and you received completed questionnaires from 180 respondents rating our firm, is that enough? The sample seems small compared to the size of the database.”
If I rephrase our client’s words, what they are asking are two questions:  How do we judge what an adequate sample size is? and  what role the size of the population we are sampling from has in deciding whether our sample is adequate or not? (more…)