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Author Archive : Grant Hollings


Excellent market research starts with a great brief

March 17th, 2017 |


The best market research starts with a clear brief. My post aims to help you, the client, write just such a brief. (more…)

Posted in Highlight, Professional Services | No Comments »

Transactional versus relationship NPS surveys: Why the difference matters

September 27th, 2016 |


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…)

Posted in Highlight, NPS, Professional Services | No Comments »

Is yours big enough?

July 12th, 2016 |


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: [1] How do we judge what an adequate sample size is? and [2] what role the size of the population we are sampling from has in deciding whether our sample is adequate or not? (more…)

Posted in Analytics, beatonbenchmarks, Highlight, Professional Services | No Comments »

The NPS is no panacea for understanding client loyalty, but…

April 22nd, 2016 |


In thinking about NPS, I usually focus on two things:

  1. Its distinctive formula of: NPS = Promoters – Detractors, and
  2. The originators' claim that the Recommend question is the key, indeed only, question needed to assess client loyalty and satisfaction.

These raise three questions for me. (more…)

Posted in Analytics, beatonbenchmarks, Highlight, Professional Services | No Comments »

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