CTQs are the internal critical quality parameters that relate to the wants and needs of the customer. CTQs are what’s important to the quality of the process or service to ensure the things that are important to the customer. – isixsigma
CTQs are not always the problem that customer states. CTQs are the measures that cause the problems. Customer may complain about a broken computer, but there are several reasons of why a computer would be broken. These reasons would be the CTQs.