We really mean it: Thank you for your feedback
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...
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Recent Posts
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Shanan Kan
Aug 23, 2017
A tale of two cities: Do you know your dissatisfied clients?
“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...
George Beaton
Nov 17, 2016
Are you moving your NPS dial?
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...
Grant Hollings
Oct 27, 2016
Transactional versus relationship NPS surveys: Why the difference matters
This post examines the difference between relationship and transactional surveys. My purpose is to give those interested in the research...
George Beaton
Sep 23, 2016
Mirror on the wall which firms have the highest relationship NPS of all?
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...
Grant Hollings
Apr 22, 2016
The NPS is no panacea for understanding client loyalty, but...
In thinking about NPS, I usually focus on two things: Its distinctive formula of: NPS = Promoters – Detractors, and The originators'...
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