Measuring Quality
Business: Cambridge International GCSE (2027 Exams), topic 4.3.2
Measuring Quality
How a company measures quality depends on the product or service. Different products will have different things that are important to measure. For a car, a company may randomly test the engines to make sure they have the correct horsepower. To measure quality, companies can use:
Customer feedback
- Getting reviews from customers is a common way that firms measure the quality of a product or service.
- For example, sites like Airbnb ask people who stay in properties listed on the website to rate them afterwards.
- TripAdvisor collects reviews from customers and some restaurants now have hand-held technology to allow people to review their experience instantly.
Customer surveys
- Firms will sometimes do more detailed customer surveys, asking them about their experience with the good or service.
- Using customer surveys, businesses can find out if there are quality problems in any of their products.
Test yourself on Measuring Quality
What can companies use to measure quality from customers?
Airbnb ask people who stay in properties listed on the website to rate them afterwards. What is this an example of?
How do companies measure quality?
Why do companies sometimes ask customers to complete detailed feedback questionnaires?