Olev Wain, BA, MA, PhD
Vice President (Dunvegan Fellow*)
Dr. Olev Wain received his PhD from the University of Toronto in Educational and Psychological Measurement and Evaluation. He joined The Dunvegan Group as a partner in 1989, following five years as Vice President and National Research Director with Baker Lovick Advertising (now BBDO Canada).
With more than 25 years of experience in the marketing and survey research industry, Dr. Wain’s skills have been beneficial to developing innovative programs for measurement and management of customer retention.
Dr. Wain has a talent for developing research designs to simplify complex problems and is well respected for his mathematical and statistical expertise.
Dr. Wain’s research has been fundamental to the development of The Dunvegan Group’s Business Retention Index™ (BRI™), our proprietary index of the strength of the bond between a company and its customers (indicator of customer retention).
The research and refinement of the BRI™ reflected a need to go beyond conventional customer “satisfaction” measurement to detect what customers would actually “do” about their feeling towards an organization – stay, or leave.
Dr. Wain is responsible for all of The Dunvegan Group’s Key Retention Indices including the Business Essentials Index™, Service Delivery Index™, Problem Experience Profile™, the Customer Advocacy Zone™ and the Employee Advocacy Zone™.
In 2008, Dr. Wain was awarded the title of Dunvegan Fellow to reflect his ongoing contribution to the success of The Dunvegan Group.