CRA is pleased to support Beaton Research + Consulting (Beaton) and The Financial Review Client Choice Awards for 2015, sponsoring the Legal Category.
When asked to consider participation it didn’t take long for us to discover that our business philosophy and practice are strongly aligned with the findings from Beaton’s analysis of the characteristics of the best of the professional services firms from inauguration in 2005 to now. And we were delighted to find some of our clients listed amongst the past winners.
We see client opinions and outcomes as a crucial metric in the measurement of our success as a business.
We know our client practices are putting their clients, Partners and employees first. We are keenly aware that the quality of the Risk Insurance Advice service we provide to the referred clients of those practices is reflected in how they will respond to the Beaton surveys.
We also know that the Group Insurance advice and service we provide to the Partners and teams of those practices makes a significant contribution to their Partner and Employee Benefit programs, providing peace of mind and some financial certainty for them should a significant injury or illness arise.
We understand that consistency in advice and service is crucial. Our business is certified to the ISO 9001 Quality Management Systems standards. Our systems and processes, honed over our 15 year history, enable us to deliver to those standards, every time.
We are delighted to be part of a process that recognises leading individuals and practices in the legal profession.
Beaton Research + Consulting has been providing evidence-based consulting to the professions since 1987, and conducts the world’s largest independent study into clients’ perceptions of professional services firms.
Since 2005, the outcomes from these studies have become the resources for the evaluation of the businesses nominated for the Client Choice Awards for best professional service in Australia in the fields of:
- Consulting Engineering
- Law, and
- Management Consulting.
The Client Choice Awards are important because their assessment of ‘best’ in these professional services focusses on the metrics that should matter most: the opinions of the firm’s clients.
After all it is their clients’ feelings about being understood, of being valued, and of being taken care of in a very professional manner and with the best outcome possible, that matter most.
In Beaton’s survey clients are asked to rate the firms on a range of criteria, including client service performance, value for money and innovation in the delivery of their services to the respondents to the survey. In addition, for the first time in 2015, clients will be asked tonominate and rate those individual practitioners who deliver exceptional quality and service – and give their reasons.
Since inception, a growing number of professional service businesses nominate to undertake the assessment process, and their clients are very responsive, albeit the survey offers respondents complete anonymity.
In 2014, 15,913 of clients provided feedback, a wonderful pool of information for understanding what makes a business attractive and valuable to clients.
For details about the awards click here.
What does it take to become a Client Choice Award winner?
In August last year the Executive Chairman of Beaton Research + Consulting, George Beaton, wrote an article based on their findings “Do serial winners of the BRW Client Choice Awards have a secret sauce?”
In it he revealed that Beaton’s research shows elite Client Choice award winners do three thingsextraordinarily well.
First, all their people know that clients come first. They understand the primary reason for the firm’s existence is to meet clients’ needs effectively and efficiently.
Second, winning firms regard their people as being as important as their clients. They know that the way their people, including Partners, feel about their treatment by the firm is how they in turn treat their clients. This is a variation on the well-known service profit chain where a happy staff means happy clients and in turn happy owners. That is, the firm makes good profits.
And third – above all else – these firms are consistent. Beaton’s analysis shows consistency is the key to being truly excellent in how the client service experience is managed. In the same way a few fielding lapses can lose a cricket match, a few minor slip-ups can drag down a firm’s performance.
See the full article here.
Assessment and Judging
Applications for the 2015 Awards opened in September 2014. Beaton Research + Consulting conducts their client surveys and analysis from November to February and Finalists and Winners are announced at an Awards gala dinner and ceremony in Sydney on 10 March 2015.