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.
Customer satisfaction score
Net promoter score
Cost of quality
Number of complaints
SLA compliant rate
On-time delivery rate
Cost of defects
Mean time to repair
Service reliability and uptime
Customer retention rate
Customer experience surveys
First-time resolution rate
Complaint resolution time
Performance metrics such as a figure of merit
RatingsRatings of products and services such as those offered by reputation systems.
Failure RateThe 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. 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 ServiceQuality 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 ControlQuality 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 RateThe 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
Measurements of the value and performance of products, services and processes.