When we buy almost anything, we are always pitting quantity against quality. Quantity is the amount of money we have to spend. But how do we measure quality? According to Strategic Vision, it is what they call the “total experience.” This includes problems that customers might have with the automobile.
But as Strategic Vision points out, “modern and efficient manufacturing” makes it so that if you base a measure of quality on the number of problems a vehicle has, these days you are still dealing with a huge number of vehicles. That’s why they also take into account “over 155 specific aspects of the customer’s experience.”
After over 46,000 customers’ scores were tallied, the highest corporate Total Quality score went to Fiat Chrysler America. Strategic Vision Senior VP Christopher Chaney said, “It’s hard to not be in admiration of the turn-around achieved by FCA (Chrysler) company employees.”
The Strategic Vision Total Quality Index is a respected measure in industry quality. The company describes itself as a “research-based consultancy.” They’ve been in the business for 35 years.