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Warning: This document has not been reviewed to ensure that it will print on all standard firm printers. You may need to make modifications to this document in order for it to print correctly.  Dimensions of Customers Expectations and Perceptions Objective This tool provides a framework for organizing and measuring information from and about customers, so that a company can obtain a clear picture of what its customers care about, where it stands in their eyes, and what it must improve to meet their expectations. Description This tool consists of a list of categories, which can be used to rank the key areas customers most value. The tool helps highlight customers needs while issues are analyzed. How To Use 1. Survey customers to determine what qualities are most important to them. Ask them to prioritize the following list Quality Definition Rank (1=most imp. 10=least imp.) Performance How well the output does what it is supposed to do. Reliabilty The ability of the output ( and its provider) to function as promised Assurance The knowledge and courtesy of the work units employees and thier ability to elicit trust and confidence. Tangibles The physical aspects of the companys out. Empathy The demonstration of caring and individual attention to customers. Responsivness Willingness and readiness of employees to help customers and to provide prompt service. Features The characteristics of the companys output that exceed the outputs basic functions. Conformance The degree to which an output meets specifications for design and operation. Durability How long an output lasts. Perceived Quality The relative worth of the output in the eyes of customers. Serviceability How easy it is for the company or the customer to fix an output with minimal downtime or cost. Cost The value offered by the output relative to its price. Choice The variety and number of options the company provides. Please list any additional qualities of importance to you Dimensions of Customers Expe