Quality as Measured by Customer Perception

By Mats Nybondas World Quality Day

14.11.2013, Bio Rex, Helsinki

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

Considered state-of-the-art quality...

..still of no value without the CUSTOMER..

Find out what makes her happy!

MARKET VALUE

Intellectual capital

(intangible assets)

Customer capital Human capital

(competence)

Structural capital

(organisation)

Financial capital

(tangible assets)

Evaluating a Company

EPSI RATING – CUSTOMER STRUCTURAL MODEL

Product quality

Service quality

Loyalty

Drivers Outcomes

www.epsi-rating.com 7 4/2/2014

Image & reputation raise...

EXPECTATIONS = IMAGE + PAST EXPERIENCE + (HOPE – FEAR)

SCIENTIFIC FACTS

Product

quality

Service

quality

Loyalty

Drivers Outcomes www.epsi-rating.com 10 4/2/2014

0,79

1,42

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

Financial Impact of Loyalty

Product quality

Service quality

Loyalty

Drivers Outcomes

Loyalty +1 =>

4/2/2014 13

Extended Performance Satisfaction Index

Mats Nybondas +358 9 4730 3551 mats.nybondas@epsi-finland.org www.epsi-finland.org / www.epsi-rating.com

For more information:

www.epsi-rating.com