Empathy plays a key role in social understanding, but its empirical measurement has proved difficult. The Empathy Quotient (EQ) is a self-report scale designed to do just that. This series of four studies examined the reliability and validity of the EQ and determined its factor structure.
In 2009 Harding & Yorke presented the findings of a 4-5 year benchmarking programme to Jamie Lywood and Professor's Merlin Stone and Yuksel Ekinci. This is the result of their analysis between Empathy and Profitability
This paper is an explanation of TERMS used by Harding and Yorke in their reporting. It covers everything from what is Net Promoter Score to how to calculate Statistical Relevance
A brief synopsis on why we feel that the Harding & Yorke empathy measures adopted by, and available under license from, Compathy, are more relevant and insightful than NPS measures
Something for Everyone - How we use the Absolute Scale. A one-page document that explains how we use a combined verbal and interval scale for optimum accuracy.