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30 Types of Quality Metrics

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Quality metrics are measurements of the value, consistency and performance of products, services and processes. The following are common examples.
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 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.


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.


The following are common types of quality metrics.
Definition: Quality Metrics
Measurements of the value and performance of products, services and processes.
Related Concepts

Quality Metrics

This is the complete list of articles we have written about quality metrics.
Business Metrics
Cost Of Quality
Customer Satisfaction
Defect Rate
Quality Metrics
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