106 Examples of Quality Expectations

John Spacey, April 29, 2023

Quality expectations are the criteria that customers use to evaluate the value of products, services and experiences. These are based on a broad range of factors such as customer needs and the assumptions that customers adopt about how products and services should work. Quality expectations are influenced by social, technological and market factors such that they change with time. The following are common examples of quality expectations.

Accuracy	Adaptability
Ambiance	Atmosphere
Attentive service	Billing accuracy
Bliss point - just the right size	Brand status and image
Build quality	Capacity
Cleanliness	Color is appealing
Comfort	Compatibility
Compliance with standards	Conforms to culture and tradition e.g. cheese that is the traditional color of cheese
Consistency	Controls responsiveness
Convenience	Country of design
Country of origin – ingredients and materials	Country of origin – manufacturing
Customizable	Design quality
Durability	Ease of assembly
Ease to use	Easy to clean
Easy to learn	Effectiveness
Efficiency	Effort of production such as handcrafted items
Employee uniforms and professional appearance	Engaging and fun e.g. video game
Environmental impact	Ergonomics
Experience quality	Fair terms and policies
Fast turnaround time	Features
Feel of materials	Flexibility
Freshness	Friendly and helpful service
Functions	Information quality
Ingredients quality	Intuitiveness
Knowledgeable staff	Lack of defects
Lack of unwanted features and functions	Lighting effects
Lightweight / Ideally weighted	Load times
Local ingredients	Look and feel
Low maintenance	Maintains user interest over time e.g. replayability of a game
Material quality	Meaningful and epic experiences
Menu accuracy	Noise level
Ongoing support and updates	Order accuracy
Packaging quality	Packaging usability
Performance	Personalized service
Pleasing aesthetics	Politeness
Precision	Presentation e.g. of food
Product certifications	Product lifespan
Product matches product description	Productive to use
Professionalism	Range of services
Recognizable brand	Reliability
Reputable brand	Resale value
Resistance to wear and tear	Responsiveness
Reusable elements such as packaging	Safety
Security	Smoothness of operation
Social proof e.g. a popular restaurant	Sound design
Sound quality	Spacious environments
Speed of service	Stability
Sturdiness	Style
Support	Taste
Trendy and new	Unboxing experience
Useful form factor	Useful size and dimensions
Variety and selection	Views e.g. from a hotel room
Warranty coverage	Well designed

Expectations are often relative to price and reputation. For example, customers will have different expectations of a food truck and an expensive meal at a fine restaurant. Where expectations are high the likelihood of a poor review increases unless quality is able to match these expectations.

106 Examples of Quality Expectations

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