Quality must be perceived — not just promoted

With a subjective concept, Perceived Quality is directly related to customer satisfaction: the more satisfied your customer is, the higher the Perceived Quality.

Customer satisfaction is tied to perception—that is, to how favorable their opinion is of your product and/or service. The better that perception, the greater the chances of meeting expectations and, consequently, achieving higher satisfaction and perceived value.

It’s up to you to understand your customers’ expectations. Seek performance improvements that strengthen positive perception, thereby increasing perceived quality.

That’s why we can’t stick only to technical standards—we must consider the entire customer experience.

But if perceived quality is subjective, how do we work objectively to achieve a positive perception?

That’s exactly what 2clix will show you—come with us and read everything you need to know!

Perceived Quality vs. Tangible Quality

Since perceived quality results from the customer’s viewpoint, tangible quality relates more to the administrative and technical side of the business—what we can easily measure and/or account for, such as performance and efficiency, among other factors.

To improve and achieve customer satisfaction—and the resulting perception of quality—it’s important to apply measurement techniques and strategies that encompass both parameters, doing the famous “joint work.”

So let’s think about the customer experience with a relationship focus, from attraction to post-sales. One effective way to build this relationship is through the contact center, where you can maintain active contact and collect information to use as parameters to determine whether expectations were met and whether customers were satisfied.

How 2clix can help improve Perceived Quality

Service compliance and standardization are directly related to the quality perceived by the customer.

When your service meets compliance and aligns with customer expectations, the perceived value and quality of your company are positive in the customer’s view. This, in turn, leads to greater customer loyalty and new-customer retention.

Some factors directly influence this experience when we talk about quality: reliability, speed, empathy, flexibility, access to information, and availability.

One way to improve perceived quality is by monitoring service—turning team metrics into the quality delivered to the customer.

As a quality-monitoring and feedback platform with solutions tailored to each segment and business rule, 2clix provides a unique service to meet your company’s needs—helping convert quality indicators into the perceived quality your customer experiences.

So, check out what 2clix offers and how we can support your company’s growth.

Explore key features of the platform:

✓ EVALUATIONS — Custom checklists and action plans aligned with your indicators;

✓ FEEDBACK — Deadline management and guided feedback application;

✓ REPORTS — Personalized dashboards with 50+ available views and automatic data updates;

✓ CUSTOMIZATION — Make the system match your brand, from colors to email templates;

✓ SECURITY — Role-based permissions and encryption;

✓ INTEGRATIONS — Connect your company’s API to our platform, plus Zendesk and authentication options;

✓ COMMUNICATION — Receive alerts and notifications via the platform and email.

All these factors help build the customer’s perception of quality—and by working on them, we collaborate to improve your customer’s perceived quality.

Want to go further? 2clix can help with processes and indicators tailored to your business model, adding value to your strategy. Contact us by clicking here!