Can you have too many choices?
jdub points to the New Yorker review of Select All.
posted Wed 31 Mar 2004 in /issues/quality | link
Measuring Total Delight
The 2003 Total Delight Index, from Strategic Vision, Inc:
San Diego – Determining that satisfaction among new vehicle owners was not enough, Strategic Vision today announces its new Total Delight Index™ (TDI) study winners. “This more sensitive measure shows the emergence of Japanese truck strengths in 2003,” states Dr. Darrel Edwards, President of Strategic Vision, a marketing research and consulting company. The new metric is intended to help product planners develop delightful vehicles that will beat the competition in a highly competitive marketplace.
With a top score of 1000, these latest scores demonstrate that there is enormous room for improvement on product delight in all vehicle segments. Arriving at this new metric has been a long process. In 1995, Strategic Vision introduced its Total Quality Index™ measure to the automotive industry. This more complete measurement of quality considered the whole vehicle ownership experience including the customers’ emotional response. “We found that we had “stretched” satisfaction while enhancing the measurement of quality at the same time. However, my new measure goes further,” says Dr. Edwards Strategic Vision Founder, President and Father of the Total Delight concept.
“A Delight rating requires a more positive, complete response than simply ‘excellent’ or ‘completely satisfied’,” asserts Dr. Edwards. “Important to understanding delight was uncovering that ‘satisfaction’, and even ‘completely satisfied’ meant the manufacturer had fulfilled the basic contract with the customer. You can even create an ‘Excellent’ vehicle without delighting your customer. When you delight your customer, you create stronger bonds of emotional commitment to the product, the brand and the manufacturer.”
posted Fri 9 Jan 2004 in /issues/quality | link
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