With Long Term Plan work coming up, we’re thinking about all kinds of things, including non-performance measures. We’re talking about cutting down how many we have, and ensuring we have the right ones.

Currently one of the things we measure is people through the door. What does it tell me? Not a lot really – one person might do one thing or five, spend 2 minutes or 6 hours. Did they use APNK, register their dog, read a newspaper, pay their rates? It might be better to look at total activity. Most of the necessary metrics are available to us, we just have to use them differently.

So the real question is – what is the truest measure of our success?

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