As a QA person you have an expectation of quality. You customer also have an expectation level for quality. How do you close the gap in expectation from you and your customer? Have you ever thought of it? The quality expectation from your customer is based on many parameters
· Meeting delivery schedules
· Quality of deliverables
· Responsiveness
· Requirements understanding and change management
· Documentation effectiveness
· Post delivery support
· Project tracking and management
· Estimation and pricing
You can collect the above metrics from your customers and derive in a customer satisfaction index with a suitable formula. Here is an example :
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