Quality Measurement
For quality to be improved, it must first be measured. In this sense, a distinction must be drawn between the quality developed through the eye of the customer and the objective quality expressed in the measurable behaviour of staff.
Customer or partner surveys are ideal for measuring the specific quality as seen by the customer and other external parties.
The internal signs of quality are reflected by personnel surveys. It takes a satisfied workforce to provide customers with a high quality of service.
Objective quality can be measured through Mystery Research. This includes all kinds of Field Tests such as Mystery Shopping, mystery calls or vehicle workshop tests.
Process analysis helps identify objective quality signs, such as process times and error quotas for analysis. These figures combined with the results of other research (surveys, Mystery Tests) gives a complete picture of the quality delivered to the customer.
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