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Has Quality Measurement become Passé and is it time to bring it back?


Envisago and Omnichannel Customer Communication

The Forgotten Art of Quality Measurement in Digital Services.


In today's digital age, we are constantly exposed to an ever-growing number of digital services. From social media platforms and e-commerce websites to mobile apps and beyond, these services have become an integral part of our lives. However, amidst the race to innovate and capture market share, the importance of quality measurement in digital services seems to have been forgotten. In this post, we will assess why quality measurement is crucial for digital services, and why it's high time to bring this crucial aspect back into the spotlight.


The fall from grace: Why quality measurement has been forgotten

  1. The quest for speed and innovation: With the exponential growth in technology, businesses have been under pressure to innovate at breakneck speeds. As a result, the focus has often been on launching new products and features, sometimes at the expense of quality measurement.

  2. The complexity of digital services: As digital services become more intricate and sophisticated, quality measurement also becomes more challenging. This has led many companies to overlook quality assessment in favor of more easily attainable goals.

  3. Lack of standardisation: The absence of universally accepted quality standards in the digital space has made it difficult to consistently measure quality across different digital services and have a truly meaningful evaluation.

Why it's time to bring back quality measurement

  1. User experience: Ensuring a high-quality user experience is paramount for digital services. This can only be achieved through rigorous quality measurement and continuous improvement. A seamless, glitch-free user experience fosters trust, loyalty, and long-term relationships with customers.

  2. Brand reputation: In the world of digital services, a company's brand reputation is directly linked to the quality of its offerings. Consistently delivering high-quality digital services can significantly enhance a brand's reputation, while subpar quality can lead to a tarnished image and loss of customers.

  3. Competitive advantage: With the digital landscape becoming increasingly crowded, businesses must differentiate themselves from the competition. Focusing on quality measurement and improvement can provide a crucial edge in this highly competitive environment.

  4. Reduced costs: Investing in quality measurement and improvement can lead to reduced costs in the long run. Identifying and rectifying quality issues early in the development process can help minimise costly fixes down the line and reduce the likelihood of customer churn.

How to reintroduce quality measurement in digital services:

  1. Develop clear quality standards: Establish a clear set of quality criteria and benchmarks for your digital services. This will provide a solid foundation for your quality measurement efforts and ensure that all team members understand the importance of quality.

  2. Create a quality-focused culture: Encourage a culture that emphasises quality at every stage of the development process. This includes fostering open communication, encouraging continuous learning, and rewarding team members who demonstrate a commitment to quality.

  3. Implement regular quality assessments: Regularly assess the quality of your digital services through user feedback, analytics, and testing. This will help you identify areas for improvement and monitor the effectiveness of your quality improvement efforts.

  4. Leverage technology: Use advanced tools and technologies to support your quality measurement efforts. This can include automated testing tools, data analytics platforms, and customer feedback management systems.


Quality measurement in digital services should not be a forgotten word. By reintroducing this vital component, businesses can ensure that they consistently deliver high-quality user experiences, bolster their brand reputation, and gain a competitive advantage in the digital landscape. It's time to bring quality measurement back to the forefront and make it an integral part of our digital services.


For further information on how to introduce quality measurements into your operation for improved performance, email us at hello@envisago.com or book a call with us today.

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