Overview
It’s a common expectation for equipment and appliances to function properly. In fact, we depend on our devices to be reliable, especially for our everyday tasks and responsibilities. What happens when these products fail? We are left disappointed, frustrated and question the brand’s reliability and credibility.
Reliability is the probability that a product, equipment or service will perform satisfactorily for a defined period, under normal conditions of use. Reliable products provide a consistent experience for customers who might eventually become loyal brand advocates.
Product failure, warranty costs and liability claims, all have a significant impact on customer satisfaction and a brand’s reputation. Organizations that repair or replace their equipment only after it fails spend more time, money, and resources, compared to those that design a reliable product from the very beginning. If companies want to maintain product excellence and customer loyalty, they must consistently work toward reducing the level of product, equipment, and service deficiencies.
According to an article published by Berkley Global Product Recall, the 10 greatest U.S. product recalls of all time have cost companies over $70 billion in damages, and the companies impacted are still recovering as a result of faulty products1. Though only a portion of those recalls were reliability-related, this shows how product design plays a crucial role in delivering a dependable product to the market.
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