Dr George Beaton 8 March 2016
Professional standards shape client service excellence
Firms and Practitioners
Significance of the assembly
Professional societies
Sponsors
Media partner
Improved sampling > Highest quality data
New in 2016
Reporting for the C-suite > Executive relevance
Wider coverage > Insight-generating benchmarks
Implementation guidance > Improved actionability
Menu-driven access > Tailored solutions
Rigour in analysis and interpretation
Still the same
Insights in reporting
Representativeness of respondents
Benefits of syndication
What excellence means to clientsPe
rcei
ved
valu
e
Perceived fee level
High cost consciousness + High performance
Low cost consciousness + Low performance
Perc
eive
d va
lue
Perceived fee level
High cost consciousness + High performance
Low cost consciousness + Low performance
Excellence means deliver, communicate –and charge commensurately...
The heuristic role of price is confirmedin clients’ words...
...Confirmed by the more than 80% of clients who have engaged a more expensive firm
Excellence is built on evidence
How many of us fall for this fallacy?
At what cost?
Thank you