Quantifying perceived quality
How can you make some features of perceived quality measurable and quantifiable?
Assign topic to the user
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/
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Jan 20, 2020