This risk needs to be recognized and managed accordingly. At this point, there are no consistently followed formal performance measures aimed at improving the leasing process or assessing client satisfaction. In the absence of such measures, it is difficult to see how any improvements desired by management will occur. The one-week training session is not required in Quebec and Ontario Regions since leasing projects are delivered by Leasing Officers. RPS is currently developing a Business Bilan which will measure client satisfaction in general manner.
Plans are in place to develop a client satisfaction performance measurement framework.