Malatest offers our clients the ability to monitor and track client/customer experiences and outcomes for the purposes of performance measurement. Organizations measure their performance so they can initiate improvements. Performance measurement systems help to identify, define, and assess whether an organization is meeting its goals and service standards. This research often involves ongoing tracking studies, as well as specific studies to identify awareness, penetration, product/service recognition and/or other measures.
Our researchers have performance measurement experience in the financial services, travel and tourism, transportation, healthcare, manufacturing, and retail sectors. In the public sector, our performance measurement clients include federal and provincial ministries, transit system operators, healthcare providers and crown corporations. We are involved in all stages of performance measurement from designing performance measurement frameworks, developing data collection systems and reporting on performance based on ongoing data collection.