Measuring What Matters
Organizations often find themselves focused on measuring what matters for regulators or internal operations and not necessarily for what is most important to the people they serve. CACP’s framework allows organizations to visualize how their current array of performance measures align with and support improvement in what is what is most important to consumers – the moments that matter.
We assess the scope and quality of a client’s current slate of measures, overlay those measures onto its consumer journey map to identify gaps, and help design and implement the data collection, analyses, and reporting structures to generate key operational and strategic insights. What emerges is a well-defined picture of how effectively an organization is measuring what is most important to consumers and where there are opportunities for improvement.