Quality as measured by customer perception
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Quality as Measured by Customer Perception
By Mats Nybondas World Quality Day
14.11.2013, Bio Rex, Helsinki
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Contents
1. Setting our quality standards – for whom?
2. The drivers behind customer satisfaction
3. Expectations as the gearbox of satisfaction
4. How customer satisfaction can be increased most cost effectively
5. What are the financial implications of customer satisfaction & loyalty
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Considered state-of-the-art quality...
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..still of no value without the CUSTOMER..
Find out what makes her happy!
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MARKET VALUE
Intellectual capital
(intangible assets)
Customer capital Human capital
(competence)
Structural capital
(organisation)
Financial capital
(tangible assets)
Evaluating a Company
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EPSI RATING – CUSTOMER STRUCTURAL MODEL
Product quality
Service quality
Loyalty
Drivers Outcomes
www.epsi-rating.com 7 4/2/2014
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Image & reputation raise...
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EXPECTATIONS = IMAGE + PAST EXPERIENCE + (HOPE – FEAR)
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SCIENTIFIC FACTS
Product
quality
Service
quality
Loyalty
Drivers Outcomes www.epsi-rating.com 10 4/2/2014
0,79
1,42
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0,0
0,1
0,2
0,3
0,4
0,5
0,6
0,7
0,8
0,9
Image Expect ProdQ ServQ Value
Tota
l eff
ect
EPSI-Finland 2013 - Banking B2C Total effect
Bank A Bank B Bank C Bank D Bank E Bank F Bank G Bank H Other© SKI 2013
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Financial Impact of Loyalty
Product quality
Service quality
Loyalty
Drivers Outcomes
Loyalty +1 =>
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4/2/2014 13
Extended Performance Satisfaction Index
Mats Nybondas +358 9 4730 3551 [email protected] www.epsi-finland.org / www.epsi-rating.com
For more information:
www.epsi-rating.com