September 24, 2017

It’s a well-known saying that bread is the staff of life. At beaton, we say feedback is as important to the health and functioning of the relationship between professional services firms and their clients, as good bread is to nutritional and physical health. To be usef...

August 23, 2017

“It was the best of times, it was the worst of times…”

As part of our beatonbenchmarks reports, we report to firms how they are performing in key service attributes. These cover the full breadth of client experience and can be used to predict other performance metrics....

November 17, 2016

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.

As my colleague, George Beaton, explained in Mirror on...

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...

September 23, 2016

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...

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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