Quantifying perceived quality

Please check the use of a Likert scale. You define a scale and you characterize what should be included at each level, for example with a description to minimize subjectivity. You can also use a Likert scale when you ask an opinion to customers something like:

🔆 - Awful

🔆🔆 - Bad

🔆🔆🔆 - Average

🔆🔆🔆🔆 - Good

🔆🔆🔆🔆🔆 - Awesome

Please check also the SERVQUAL research instrument and SERVPERF specifically for perceptions/expectations.

The following material will provide you information about customer satisfaction: 

- ISO 9001 – Main elements of handling customer satisfaction in ISO 9001 - https://advisera.com/9001academy/blog/2014/07/01/main-elements-handling-customer-satisfaction-iso-9001/

- free online training ISO 9001:2015 Foundations Course – https://advisera.com/training/iso-9001-foundations-course/

- book - Discover ISO 9001:2015 Through Practical Examples - https://advisera.com/books/discover-iso-9001-2015-through-practical-examples/