Performance is the evaluation of a decision or experience, after it has occurred. This is where “traditional” research metrics live: satisfaction, loyalty and word of mouth. Performance is largely symptomatic, not diagnostic – revealing only what has happened, not necessarily why. However, any experience, whether positive or negative, can change or reinforce stakeholder attitudes (Motivations) or thoughts (Intent), making it a critical baseline for understanding customers.
Measuring and evaluating Performance is critical to defining where your organization is currently. Our research approach to Performance uncovers key strength areas and improvement opportunities, and allows clients to track progress and measure success.
Methodologies that emphasize Performance insights are: