Quality from the customer’s point of view – a set of product’s characteristics that ensure a positive customer experience throughout the life cycle: from the purchase, deployment and daily operation of the product, through effective support, willingness to renew the license and readiness to recommend product to colleagues. Various aspects of the perception of quality compose a single picture – if one aspect suffers, the overall customer satisfaction falls. I’ll tell you how we collect feedback from customers and on the basis of which indicators we draw a single picture, that would remind you the familiar “Sign of quality”. I’ll show how the shape and color of the “Sign of quality” helps to concentrate on improving certain aspects of quality so that “Sign of quality” became more balanced, and customer perception – more positive.

Irina Vinogradova

Head of Business Analysis, Kaspersky Lab