How getting a better understanding of product quality can drive improved customer experience.
Product quality is a key focus for all automakers. Nothing will cause brand affinity to be challenged more than a bad experience with a product. So much more than just TGW (things gone wrong), product quality is the impression gained from a mix of all the senses and the holistic way they are delivered. The noise of a door shutting can drive perceptions of quality; odour impacts interior ratings; colour matching influences fit and finish ratings.