For many businesses, building a good name and reputation in the industry involves unparalleled customer service. It is what builds patronage and keeps you ahead of the competition. More than strengthening the professional employee-customer relationship, the best customer service comes with an unmatched value of the products and services you offer. And everything starts with quality evaluation and control.
Quality evaluation is an examination of the capacity of a product or service to deliver the promised positive experience to the clients. It is usually a predetermined process of reviewing how the material or program measures against the set criteria or standard. The quality score of a product will be reliant on the standard we prepared for it. Instead of just feeling for which products are good to go and which aren’t, we can prepare a fixed checklist or questionnaire for that assessment. Quality evaluation questionnaires help in the assessment of different quality indices, such as the designation, standardization, reliability, ergonomics, aesthetics, and economics of the products. Since products and services vary in business, companies can design their matrices for quality that are specific for their items.
Too Many Options
Stroll through the aisles in your local grocery store, and you will find that you have one too many options for a product with one purpose. For just cleaning your hair, there are so many brands to choose from. And that’s just shampoo. As a customer, you are bound to gravitate towards the brand you have been using for years now, the one you have been meaning to try because of a friend’s recommendation, or that one that is the biggest bang for your buck. Then you start choosing what variety you will buy.
As a business, how do you make sure that that is your shampoo that that customer buys? You pay for ads on tv, social media, billboards, posters, even sponsorship deals. If the quality of your product still doesn’t sit right with customers, you’re paying for a losing battle. But when you deliver the best shampoo option for an attractive price, your customers will do free marketing for you through word of mouth. Therefore, excellent quality is a vital investment for the success of your business.
Lesson From Phones
But good quality demands a high price, and customers want the cheapest option! Or so you thought. More and more customers are actually willing to pay more for a better product as the company Apple Inc. can tell you. The company has established a reputation for supplying phones that are superior in quality in the market. During its first launch, the cost of an iPhone was around $500, and the price decreased for a while for the next models. Today, buying a brand new iPhone can cost more than twice that. But, people are still buying the phone for its reputation and quality.
These days, the cost of getting a premium smartphone has skyrocketed by 1000% the price in 2007. Yet, the smartphone industry amounted to $77.5 billion in sales in the United States in 2019 alone. That is a $73.7 billion difference from 2005. Having more disposable income aside, people are becoming more willing to shell out extra cash if the product is worth its price.
When you have seasoned veterans for quality control, you might get confident that the products you market all conform to the standards the company prides itself for. However, even experts may miss a step or two due to the heavy workload. It is only wise that they have with them clipboards and quality evaluation checklists that they can refer to at all times. This will ensure even work and results among the quality control teams. The uniformity in your products also helps build a brand image. You can have different indices in identifying what makes for a quality product and service. The following are examples of quality evaluation questionnaires from different fields.
The following are thoughts that you should consider when using evaluation questionnaires.
One of the things you have to consider is which format will work best for your company’s quality control team. Softwares or soft copies of the questionnaires in tablets would make the evaluation centralized and easy to access. You can compile and transmit the data easily, and you will have a copy of the file in a system or server. However, it might be costly, at first, for your company. The files can be corrupted or tampered with by anyone with control level access. If you go with printed questionnaires, they are less susceptible to viruses and unwanted outside access. But like the constitution of paper, they are as delicate to damages.
Aside from industry standard, companies also have their matrices for determining what quality indices and product characteristics best align with the image they want to be identified with. In this case, you might want to opt for custom-made questionnaires that are specific to what you want to maintain. That’s completely valid. You just have to consider that you have to pay the designers for your questionnaires if you want the best work, especially if you opt to go paperless. It would also take time to produce the perfect questionnaire. On the other hand, templates save you the work and money and still function just as well.
Your quality evaluation questionnaires, no matter what form, should function as you intended them. Therefore, the format and content of the entire file matter in quality assurance procedures. Your key evaluation questions have to be specific and have to generate answers about quality. When applicable, it should include statements about the product or service’s process, outcome, effectiveness, and reliability. Most importantly, it should successfully report about your identifiers of a quality product or service.
Another important component of quality evaluation questionnaires is the design. You can always resort to the plain and lifeless black and white. But, even that requires smart design. Questions from a similar index should be grouped for easy and organized tracking. A tabular format with the statement on the left side and choices of answers on the right side seems the best design to assume for easy use and navigation. It should also include spaces for comments. The document has to indicate who reviewed the products and services for reference.
Excellent product and service quality, along with smart marketing strategies, helps ensure customer satisfaction. Therefore, it should be every business’s goal that they can deliver their promises to their clients. This is key advice for startups and a reminder for the goliaths of the industries that the quality of your work can make or break your business.