Customer expectations of product quality have evolved and grown in recent years. As a result, there is increased pressure on companies to understand both the nuances of quality itself and why quality matters.
In fact, tapping into – and by association, improving - customer experience has become a holy grail for brands, many of whom have seen the benefits that come from both predicting the needs of the customer and personalizing the experience itself. On the flip side, the feedback that companies get from customer experience doesn’t give the full picture, is naturally subjective, and may not provide actionable insights into actual quality pain points.