April 3, 2020

Those with good French pronunciation say Plus ca change plus c'est la meme chose. Those like me say The more things change, the more they stay the same.

It's timely to ask whether this proverb is true for the factors that drive decision-making by clients of larger law f...

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.


Grow your firm by helping clients to switch to you may sound like a simple statement of obvious advice. It’s not because, as the research amongst clients of professional services firms summarised in this post shows, you need to know how to do this to maximise the proba...

For​ over 15 years beaton has run the Client Choice Awards, the only cross-profession and client-judged awards in the world. The Awards celebrate excellent client service in Australia and New Zealand and re-affirm professional services firms' commitment to continuous i...

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...

It's 25 years since David Maister published Managing the Professional Service Firm (1993). Does client data back his views?

June 18, 2018

We are pleased to announce beaton's expanded and updated Privacy and Confidentiality Policy.

June 12, 2018

Building on our earlier post on why cost consciousness is valued by clients, in the interview George re-states the 'incontrovertible evidence' that cost consciousness plays a greater role than price in how clients perceive the value they receive from their law fir...

March 20, 2018

In its soon to be released 2018 beatonbenchmarks survey, beaton found one in three clients of professional service firms said they would be willing to pay more for the services they receive in the future.

While 65% of clients said they would not pay more than they were...

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...

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