Service Excellence
Professional, helpful, fast and courteous service.
Build Quality
Precise manufacturing, assembly and quality control.
Reliability
Always works when you need it, even if you drop it.
Consistency
A product or service that is always the same and free of defects.
Usability
Productive, intuitive and friendly to use.
Aesthetic Value
A compelling look and feel – beautiful items.
Accessibility
Useful for everyone.
Performance
The overall performance of a product or service such as a fast delivery service.
Design Quality
A design that is fit for purpose meaning that it suits customer needs.
Conformance Quality
Products and services that conform to things like designs, specifications and policies.
Packaging Quality
Packaging that’s informative, useful and pleasing to open.
Safety and Security
A product or service that’s safe and secure.
Comfort and Convenience
Making life easier for the customer.
Experience Quality
Customer experience quality such as the taste of food.
Brand Quality
A brand that offers consistent quality across all of its products and services.
Customer Support
The prompt and professional handling of customer requests, complaints and inquiries.
Personalization
Treating each customer as an individual with different customer needs.
Attention to Detail
Excellence in the small things such as the table settings at a restaurant.
Materials Quality
The use of relatively premium materials such as wood over plastic.
Ingredients Quality
The perceived quality of ingredients.
Competence
Staff are knowledgeable and talented.
Terms
Terms that benefit the customer such as a generous return policy.
Customer Satisfaction
A commitment to try to satisfy every customer.
Features and Functions
All of the features and functions that customers really want and none of the features and functions they don’t want.
Customization
Being flexible and allowing the customer to change things.
Bliss Point
Providing just enough of a product or service.
Accountability
Owning mistakes with sincere apologies and immediate corrective action
Customer Advocacy
Listening to the customer and using feedback to improve.
