QuEST uses a triple scorecard approach to satisfaction — measuring satisfaction among customers, employees, and the company itself. The first two, customer (c-stat) and employee (e-stat) satisfaction, are benchmarked against industry standards. The third one, QuEST Satisfaction (q-stat), is used to evaluate whether or not to accept projects. “We don’t take projects until they meet QuEST Satisfaction. It has to be a client that we can make more efficient and profitable, and it has to fit with our strategy,” says Prabhu.
