What are quality metrics?

Quality metrics are measurements that are utilized to gauge and examine the quality of a service, process, or product. Quality metrics are normally used in quality management systems as a way to track progress and gain key insights that relate to obtaining a specific goal or objective associated with quality.

Here are some examples of common quality metrics:

• Customer satisfaction

Customer satisfaction is typically measured through customer surveys, feedback forms, or other ways of gaining customers' opinions on a product, service, or company-related process. They are used to evaluate how well the product, service, or process meets the customer's needs and expectations.

• Defect rate

The defect rate refers to the measurement of the number of errors or defects in a process or product over an extended period of time.

• Cycle time

Cycle time refers to the length of time it takes, from start to finish, to complete a specific process.

• Yield rate

The yield rate refers to the percentage of products or services that can be delivered while meeting quality standards. This number is then compared with the total number of products or services that are produced and/or delivered.

• First-pass yield

First-pass yield refers to the first attempt at producing or delivering products or services that meet a specific quality standard.

• Cost of quality

The cost of quality metric measures the cost related to preventing and avoiding errors and defects, as well as the cost of correcting any defects or errors related to the production of a product or service.

• Employee satisfaction