CTS
Quality
CTS (Critical to Satisfaction)
Critical to Satisfaction
Measurable characteristics that strongly influence customer satisfaction, including quality, delivery, cost and service factors.
Examples
- 01Interviews with fleet customers show that on-time delivery and spare-part availability are the main CTS factors, not product price.
- 02The service team reviews supplier performance against the agreed CTS measures, such as a 24-hour response time.
- 03When complaints rise, the team checks which CTS measure slipped and finds that delivery lead time grew from 5 to 9 days.