Comparative evaluation: A method for measuring and evaluating qualitative feedback

This paper describes a method for measuring and evaluating qualitative feedback, evaluator comments provided to justify and embellish the assessment of an organization. Assessments include quality awards, accreditation, and supplier certification. Qualitative feedback is often used to identify actions for improvement. Measuring and evaluating the accuracy of this feedback is a first step toward improving the quality of the feedback and the effectiveness of the improvement actions. The method is described in detail and an example application is given. Initial results are summarized and evaluated. Potential applications and next steps are discussed.