> Quality KPIs: useful quality metrics for customers, processes, suppliers and staff, how to choose them and common mistakes with quality management indicators.

Source: [https://docxpert.io/en/glossary/quality-kpis](https://docxpert.io/en/glossary/quality-kpis)

# Quality KPIs: examples and how to choose | docxpert

## Proven metrics

| Area | Metric | Note |
| --- | --- | --- |
| Customers | Complaint rate, customer satisfaction, repeat purchase rate | Relate complaints to orders or revenue |
| Delivery | On-time delivery, lead time | Use the confirmed, not the requested date |
| Production | Scrap rate, rework rate, first pass yield | Look at it per line or product group |
| Suppliers | Incoming reject rate, on-time delivery | Basis for supplier evaluation |
| Improvement | CAPA lead time, share of effective actions | Shows whether the system learns |
| People | Share of overdue training | Indicates competence gaps |

## Choosing the right metrics

1.  1
    
    Start from objectives
    
    Every metric should serve a [quality objective](https://docxpert.io/en/glossary/quality-objectives) or a process requirement.
    
2.  2
    
    Pick few
    
    Five to ten metrics at company level are usually enough; processes add their own.
    
3.  3
    
    Define them
    
    Write down formula, data source, owner and interval so that everyone measures the same thing.
    
4.  4
    
    Set target and response
    
    At what value do you act, and who decides?
    

## Leading and lagging indicators

Lagging indicators such as complaints or warranty costs show problems once they have reached the customer. Leading indicators such as first pass yield, in-process inspection results or overdue training show risks before damage occurs. A good set of metrics combines both, so you can act before a customer complains and still check whether your actions pay off at the customer.

## Common mistakes

-   Too many metrics nobody looks at regularly.
-   Metrics without targets, so it is unclear whether a value is good or bad.
-   Only lagging indicators such as complaints, no early signals such as first pass yield.
-   Deviations are reported but not acted upon.

## Implementing it in docxpert

docxpert has no KPI dashboard for your process data; the values come from ERP, CAQ or spreadsheets. You maintain definitions, targets and evaluations with the “Objectives and KPIs” template from the [template library](https://docxpert.io/en/features/template-library) as a controlled document and bring the results to [management review](https://docxpert.io/en/guides/management-review).

## Frequently asked questions

Which metrics does ISO 9001 require?

None in particular. The standard requires you to determine what is monitored and measured. Customer satisfaction must be monitored in any case.

How many metrics make sense?

As few as possible, as many as necessary. Five to ten at company level are usually enough.

What is the difference between a metric and an objective?

A metric measures a state; an objective defines which value it should reach and by when.

How often should metrics be evaluated?

Process metrics often monthly, company metrics at least for management review.

## Read next

[GlossaryKey quality and compliance terms, explained briefly and clearly.Learn more](https://docxpert.io/en/glossary) [Quality objectivesMeasurable objectives under ISO 9001 6.2 with examples and planning.Learn more](https://docxpert.io/en/glossary/quality-objectives) [Management reviewInputs, outputs and agenda of the ISO 9001 clause 9.3 management review.Learn more](https://docxpert.io/en/guides/management-review) [Management review and improvementNew inputs in 9.3.2, customer satisfaction 9.1.2 and the merged clause 10.1.Learn more](https://docxpert.io/en/guides/iso-9001-2026/evaluation-and-improvement) [Certification readiness checklistReady for stage 1 and stage 2? The key evidence at a glance.Learn more](https://docxpert.io/en/checklists/iso-9001-certification-readiness)

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## Certification readiness checklist

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[Certification readiness checklist](https://docxpert.io/en/checklists/iso-9001-certification-readiness)[Or try docxpert for 14 days](https://docxpert.io/en/trial)