Can you measure quality, experience, satisfaction & loyalty?

To give away the happy ending: yes you can. Was there ever any doubt? Well, yes actually. Quite recently a book was published that discusses the ‘sense and nonsense’ of performance indicators for cultural institutions such as museums (Bunnik & Van Huis, 2011). The book is highly enjoyable as a solid overview of how performance indicators entered the discussion between museums and (municipal) government, and gives some highly welcome advice on how to structure the ‘conversation’. It is also a good starting point for our own investigation in ‘Museumkompas’ into performance indicators of new cross media services for museums. But there are two issues in the book that trigger me to comment on it.

Tagged with: measurement, museumkompas, quality,