Return to Customer outcomes

Quality Index – QI

  • Given it’s your customers who decide the quality factors most important to them when making their buying decision, first establish their top ten
  • Then ask a sample of customers to rate each factor with a mark out of 10 – 10 being very good, 0 being very poor – and calculate their average mark per factor
  • The criteria listed below are suggestions for a product X, in no particular order of importance – clearly, quite different factors would be needed for a service Y

  • If you found the rating for durability was three, you’d no doubt be prompted to investigate in some detail why it was so low – and quickly
  • Indeed, if any factor was < 8 you’d want to know what you needed to do to earn a rating of 10 – and, if 8 or more, what was it that made them rate it that way





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