The following explanations of the beatonbenchmarks attributes are designed to highlight what matters most to respondents when they rate your firm. While the content of these explanations is largely intuitive, the relative weight given by respondents to the attributes’ constituent elements is useful in determining where to invest your firm’s effort. To download the full explanation document, click this link:
Beaton has conducted a rigorous factor analysis of the attributes used in the beatonbenchmarks reports. This analysis uses contemporary data to group the attributes measured in our reports, making them easier to interpret and act on.
The best market research starts with a clear brief. My post aims to help you, the client, write just such a brief. (more…)
In professional and personal life, feedback is like oxygen. Without enough oxygen, our bodies can’t function effectively. So too with feedback. Without feedback, the value we deliver to clients is sub-optimal. Like oxygen and our bodies, feedback is the essence of professional life. Feedback provides professional satisfaction and the means to improve and grow. (more…)
The 2017 Client Choice Awards gala dinner and ceremony were a memorable celebration of professional services excellence. Some 300 representatives of firms, sponsors, and supporting associations gathered in Sydney on 7 March to applaud the Australian and New Zealand winners of 33 Awards for firms and practitioners.
The Australian Financial Review and the beaton team congratulate the Winners and thank the Finalists for your efforts.
A professional services firm has four client-related levers to pull to maximise its profitability.
Making the cut in the Client Choice Awards comments on the characteristics of those firms that will be announced as Finalists on 1st February*.
It's the time of year when the online surveying for the Client Choice Awards has drawn to a close and our researchers are analysing the data. This year we have collected more than 16,023 ratings (a record) of firms in accountancy, law, IP specialist, consulting engineering, and management consulting firms in Australia and New Zealand. (more…)
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…)