With Nisus since 2007, Graham became Research Director in 2014 and has since led research projects for dozens of different professional services firms. He gets his kicks from research fieldwork and turning data into actionable insight that drives decision-making.
Graham pioneered the use of RATER in professional services, adapting the academic model for commercial purposes. He has also introduced metrics like Net Promoter Score to a long list of firms to enable benchmarking and improve service performance.
Most recently he has led client insight studies in legal, accountancy and property. His main interest is in perfecting the measurement of service delivery and client loyalty within professional services.
In life before Nisus, Graham taught college students maths and English, he worked for the Royal Institute of British Architects in producing building specifications and before that ran a proofreading business for international students.
Graham studied English Literature at Northumbria University in Newcastle. He then spent a year qualifying in Further Education Teaching at Sunderland College.
Later, on a full scholarship at Sunderland University, he undertook a Master of Business Administration, specialising in the diffusion of innovation.
Since then Graham has completed a number of MOOCs including ones on Gamification with the University of Pennsylvania, Behavioural Economics through Duke University and Team Management with the University of California, Davis.
Originally from the north-east of England by way of Yorkshire, Graham is a long-suffering fan of Newcastle United Football Club. Graham plays seven-aside football in a weekly league. He also keeps active with a mixture of tennis, swimming and Ceroc.
Graham is a former club president and current member of Tunbridge Wells Speakers Club, part of Toastmasters International. Over the last few years he’s delivered speeches on an eclectic range of subjects including the Lambton Worm, Bobby Fischer and A Short History of Beards. He also coaches and mentors other club members.