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 criteria

  • Then ask a sample of customers to rate each factor with a mark out of 10 where 10 is very good, 0 very poor – and calculate their average mark per factor

  • The criteria listed below are suggestions for a car 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  you’d no doubt be prompted to investigate in some detail why it was so low – and quickly

  • Indeed, if any factor was less than 8 you’d want to know what you needed to do to improve it – and, if 8 or more, what was it that made them rate it that way that might be applied elsewhere





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