USERS AND PRINCIPLES

Quality Divisions, General Management, Production departments, Technical Engineers,…

By setting up recurrent indicators, quality barometers allows for the follow up of the modification of product and service quality as perceived by customers.

ESTEL regularly presents Quality control panels to its clients’ Research teams.

OBJECTIVES

The goal of these surveys is to continually improve the quality of products/services :

• Identify, measure and understand customer problems



• Identify problems in quality and evaluate corrective actions with periodic measurements



• Increase staff awareness by communicating authentic customer statements.

METHODOLOGICAL APPROACH

Survey method : telephone (CATI system)

ESTEL’s Quality barometers bring together two different approaches for the quantitative processing of qualitative data :

• A spontaneous statement approach followed by several levels of selective probing.



• The complete statements are monitored, classified, processed and then lead to the publishing of control panels.