Defect rate | Defect density |
Rework rate | Customer satisfaction score |
Product ratings | Service ratings |
Net promoter score | Cost of quality |
Number of complaints | SLA compliant rate |
On-time delivery rate | Cost of defects |
Warranty claims | Mean time to repair |
Service reliability and uptime | Customer retention rate |
Customer churn rate | Customer loyalty |
Customer experience surveys | Error rate |
Escalation rate | First-time resolution rate |
Return rate | Complaint resolution time |
Product lifespan | Safety incidents |
Security incidents | Failure rate |
Performance metrics such as a figure of merit | Compliance rate |
Customer Satisfaction
In many cases, it is appropriate to measure the quality of a product or service by the quantifying customer opinions. The most common way to do this is simply to ask customers to rate their satisfaction. For example, there is no better way to measure the quality of a meal beyond asking the customer if it was good.Ratings
Ratings of products and services such as those offered by reputation systems.Failure Rate
The reliability of products as measured by the probability of a failure over a period of time. For example, a robot might have an annual failure rate of 0.1% indicating that 1 out of 1000 units fail in a year.Mean Time Between Failures
The reliability of IT services is often measured as the mean time between failures. For example, a software service with a mean time between failures of 6 months is down twice a year on average.Quality of Service
Quality of service is a telecom industry term for the quality of network services such as internet connectivity measured using technical metrics such as error rates, bit rate, throughput, transmission delay and availability.Quality Control
Quality control is the sampling or testing of manufactured units or delivered services. For example, a hotel might randomly sample rooms that have been cleaned to make sure that the room is in the expected condition. This can then be tracked as a quality metric such as the percentage of rooms that met the hotel's standards.Defect Rate
The quality of processes or project work can be measured with a defect rate. For example, the number of defects per 1000 lines of code can be considered a quality metric.Overview
Quality metrics typically measure conformance to specifications, the performance of processes or customer behavior that is indicative of quality such as returns. Quality metrics can also be based on customer reviews or surveys that capture key indicators such as customer satisfaction. Another common quality metric is cost of quality that captures both the costs of poor quality and the cost of achieving high quality in a single metric.
Summary
The following are common types of quality metrics.
| Definition: Quality Metrics | ||
Type | ||
Definition | Measurements of the value and performance of products, services and processes. | |
Related Concepts | ||
