Product QualityThe overall fit for purpose quality of your products. | Service ExcellenceFriendly and professional service that meets customer needs. |
Service CultureThe norms and expectations in an organization around service and respect for the customer. | Design QualityProducts that are designed well such that they have much perceived value. |
Quality AssuranceThe high level process of improving quality across an organization including design quality. | Quality ControlThe process of making sure that delivered products and services conform to specifications and policy. |
Build QualityThe quality of materials, manufacturing and assembly of products. | Packaging QualityThe quality of your packaging. |
Brand QualityConsistent quality levels across a brand. | Regulatory ComplianceComplying with industry regulations. |
Standards ComplianceComplying with industry and product related standards. | Customer SupportHow well you respond to customer requests, complaints and inquiries. |
Customer AdvocacyObtaining customer feedback and using that to improve quality. | Customer ExperienceThe end-to-end experience of customers including every interaction with your business. |
Customer SatisfactionCustomers self-rated satisfaction is a standard way to measure overall quality. | Ratings & ReviewsThe opinions of customers as expressed online. |
Employee ExperienceBeing a good employer with satisfied employees. | Terms and GuaranteesOffering fair and generous terms, guarantees and return policies. |
Billing QualityAccurate and precise billing that is easy to understand. | Communication QualityHow well you communicate with stakeholders such as customers and the public. |
Brand RecognitionHaving a recognized brand. | Brand ImageHow customers feel about your brand. |
Business ReputationHaving an established reputation in the minds of stakeholders. | Corporate CultureThe norms of behavior in your organization. |
Partner ManagementHow well you manage partners to ensure the extended quality of your business. | Risk ManagementManaging the risks to your business. |
Environmental ImpactWorking to reduce the environmental impact of your products, services and operations. | Social ResponsibilityBeing a good business for people and planet including your extended operations such as sourcing. |
TransparencyNot hiding things about your business. | Corporate AccountabilityOwning failures and shortfalls and working to correct and improve. |
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