ConsumerInsight

ENG KOR

Our Strengths
Creativity, Challenge, and confidence are working principles to realize ConsumerInsight’s values

We help to improve the quality of our customers' products through accurate measurements of CPQ (Consumer Perceived Quality). CPQ consists of Perceived Quality and Experience Quality.
Difference between Perceived Quality and Experience Quality
Quality

Perceived Quality (Emotional Quality)

Satisfaction, Recommendation Intention, Marketability etc.

Superficial/Abstract quality evaluation

Image focused (Subjective Feeling)

No answer

Experience Quality

Defect / problem pointing rate

Specific/Practical quality evaluation

Experience focused

Answer exists

ConsumerInsight’s main products of quality evaluation: TGW/TGR
TGW(Things Gone Wrong) and TGR(Things Gone Right)

TGR

TGW

Focus	How many problems are there?	Are consumers satisfied?
Scope/Content	Flaw, problem focused (e.g. Power off, Noise occurred)	Feature, Design Evaluation (e.g. Good design, Good performance)
Influence on consumers	Complaints/Losing Customers	Satisfaction/Loyalty
Main effect	Check and improve problems that raise customer’s complaints	Identify and apply alternatives to enhance customer satisfaction