Here’s the latest evidence that gathering and using client feedback regularly is a very g$$d idea in professional services. 

Last month US-based Hinge, a professional services researcher, published compelling empirical evidence of the relationship be...

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 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...

November 6, 2013

It's not uncommon for prospective subscribers to the Beaton Benchmarks to inquire whether and in what ways benchmarking pays. In other words, Beaton Research + Consulting is asked to explain the cost-benefit of one of flagship market research products. This post shares...

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