Research and Diagnostic Services
Performance Measurement Associates uses leading edge methods to
gather the "voice" of the customers and
employees, and to assess
executive alignment and organizational performance. We conduct qualitative,
quantitative and secondary research to meet the varied information needs of
Generally our work leads to one or more of the following reports or
Customer Expectations Assay Report
Based on a data-gathering process called Expectations
Mining®, this reports identifies all of the significant expectations that
customers have of a superior provider of a given product category or
Employee Expectations Assay Report
Similar to the Customer Expectations Report except that employees are the
target population. The Mining process identifies the expectations that
employees have of their employer.
Identifies the extent to which an executive team or an employee population
understands and is willing to commit to a strategy or course of action.
Best Practice Research
Identifies the best practices of leading companies.
Zones of Tolerance
For each product or service attribute, this report graphically and
simultaneously displays customers' desired level of performance, minimally
acceptable level of performance, current perceived supplier performance, and
industry or best competitor performance.
Determines how a customer base can be segmented not only demographically,
but also in terms of value creation.
Customer Loyalty Driver Analysis
Identifies those aspects of product and service that most increase customer
Strategic Action Priorities
Compares ideal performance against customer expectations with current
perceived performance, competitive performance and loyalty drivers to
identify priorities for action.
Compares a client's perceived performance in delivering to customer
expectations with the performance of key competitors.
Service Level Analysis
Indicates range of performance required to satisfy the majority of customers
on key service elements, which allows for the setting of realistic,
customer-focused service standards.