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Article
march 31, 2011
Can we really measure quality in real time?

It has been said that it can be 7 to 10 times more expensive to gain a new customer than to keep an existing one…

It has been said that it can be 7 to 10 times more expensive to gain a new customer than to keep an existing one… As for that C4T has help to develop an innovative platform which responds the importance of customer loyalty in the tourism industry. This platform has been created to manage quality in services at real time; this tool was developed thanks to the expertise of many tourism and hospitality experts and also to the high technology that allows the creation of this specific software application. This system is named Quality in Action.

Both the software and the technology have been developed by Itwine Technologies, headquartered in Bangalore, India – by far one of the most powerful technology cluster in the world.

To create the Quality in Action application, C4T carried out an accurate research about the customers’ basic needs and expectations, leading us to the following conclusions:

1. Customers like to see a level of service commensurate with what they have paid.

2. Customers would like nothing better than to create, build and maintain business relationship that has its basis on fairness and service by design.

3. Customers want to be listened to, to obtain a reliable and solid service and to have the right basic product and service.

An important benefit associated with QIA´s use is its ability to assist management with a timely client complaint recovery, operational audits, HR audits, etc. Unlike other systems that would require days or even weeks to analyse the data, QIA provides immediate feedback. Furthermore, it assists management in creating solid criteria as to how the compliance or non compliance is to be measured.

The QIA system has been designed to reach the needs of the employers and managers, whose main objective is to measure performance and achieve excellence in real-time quality service.

The Quality in Action application is fed by the data input from smartphones and tablets with either Windows Mobile operating system, Android and best of all for Apple OS for iPhone and iPad devices.

The success of this system is based by the following factors:

1. User-Friendly : Simplicity of use

2. Measurement of Quality Services delivery and operation performances across the enterprise

3. Speed of service and performance recovery, through real time messaging

4. Instant information availability, including graphs

5. Up-to-date with clients needs assisting with continuous improvement and competitive advantage

6. Ability to change departments or survey type, thus allowing operator focus or conduct service campaigns on non-compliant services areas

7. Ability to set up service or performance criteria based on a simple 1 to 5 scale


The use of QIA is always subject to the user´s requirements, whether ascertaining service compliance, training needs, KPIs, etc: QIA can work to a specific daily scheduling or ad-hoc throughout the day.

Which companies can benefit from having a significant impact on maintaining quality service through QIA?

• Tourism destinations
• Hotel premises
• Airlines and other passenger transportation
• Retail companies
• Tour Operators
• Cruise operators
• Airports
• Travel Agencies
• Public bodies interested in obtaining data for an immediate analysis
• Restaurants
• Other companies with multiple sale points

C4T believes that Quality in Action is a useful tool to optimise service standards, bringing them to a next level. If you want to explore and know how QIA can contribute in the service quality improvement in your company and, consequently, increase the degree of customer satisfaction, please do not hesitate to contact us.


Claudio F. Hasbun
Analyst – C4T



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