March 30, 2020

When clients are prepared to pay more shares one of the many important findings in the beatonbenchmarks20 reports. These reports cover the larger firms in the accounting, built environment and consulting engineering and law professions in Australia and New Zealand.


April 18, 2019

At the end of each annual research cycle, beaton sends a short report to respondents who generously provided feedback to their professional services firms. This is done to give these respondents some understanding of the types of insights that are gleaned from the beat...

November 21, 2018

Make your client database a real asset

Make your client database a real asset reminds us that, while it’s not found on your balance sheet, your client database is a valuable asset. And, as with all assets, maximising your ROA (return on assets) is sound business practic...

March 19, 2018


Thank you to all who completed the 2018 beatonbenchmarks survey. The feedback you provided is fundamental to the larger professional service firms of Australia and New Zealand. It gives professional services firms the ability to monitor how they are perform...

March 17, 2017

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

When you prepare a brief you are thinking through the details - why, who, how, when, what, how much. Of equal importance is how the details relate to the b...

October 27, 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 captur...

July 12, 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...

April 22, 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 ra...

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