CB6 helps with planning and monitoring of client satisfaction. It gives direction to product development and quality improvement in line with customers’ perceptions of QPSR.
Quality of the product
Price of the product
Service of the delivery
Reputation of the brand
QPSR perceptions are measured on a 10-point scale. All people give different importance to QPSR indicated by a %. The sum of QPSR importance equals 100%. Multiplying the perception scores by their weights gives the relative importance to the TOTAL SATISFACTION.
CB6 is like an ‘onion’. QPSR each consist of deeper levels. In the example below two levels are indicated. CB6 goes as deep as 5 levels.