Critical to customer is a measurable quality of a product or service that is important to customers. The term implies a number that customers use to make purchase decisions and evaluate suppliers and services. The following are illustrative examples.
The uptime of a service. For example, it is common for software-as-a-service to deliver 99.99% availability. Efficiency such as the conversion efficiency of solar panels.
PerformancePerformance measurements such as the bandwidth of an internet connection.
SpeedTurnaround time for services. For example, customers may strongly prefer an ecommerce site that delivers orders with a day or two.The ability to sustain performance over time in real world conditions. For example, an airline requires jet engines to be extremely reliable.
CapacityCapacity such as the amount of data storage on a device.
IngredientsIngredients measured by percentage in products. For example, a customer may strongly prefer a juice that is 100% organic juice.
Size Physical dimensions of a product or service such as the size of a hotel room in square feet or meters.
RatingThe opinion of other customers. For example, a customer may regularly avoid hotels that have a poor customer rating on a particular travel site.
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