Pre-requisite:
Achieving full coherence between established quality standards and clients’ expectations is of course proof that the quality procedures are a success. This chapter concerns companies measuring Quality Delivered and Quality Experienced side by side, or companies which have set up two measurement tools (a quality checklist and a satisfaction questionnaire) which facilitate this analysis.

Objective in the analysis of differences

Comparing the results obtained when measuring client satisfaction (Quality Experienced) and the results obtained during mystery visits and/or quality audits (Quality Delivered).

Individual establishment:

Measure the difference between the quality expected by the brand (mystery visit) and the quality experienced by the client (satisfaction survey),

Clarify the priority of actions as well as the assets of each establishment studied when considering the results obtained using the two measurement tools.

Network or group:

Measure the difference between the quality expected by the brand and the quality experienced by the client,

Clarify the priority for action as well as the actions identified by a quality reference system (checklist) according to results obtained.

Principles of the method:

Synchronisation of the two tools, SATISFACTION BAROMETER and SERVICE QUALITY AUDITS through the identification of "comparable" variables,

Measure of the differences between the two results,

Suggest corrective actions that aim to achieve full client satisfaction.