SERVICE

QUALITY as a
STANDARD
Telai Jarabelo, MBA
 SERVICE

01 QUALITY
• Refers to a customer's comparison of
service expectations as it relates to a
company's performance.
• Quality means consistently meeting or
exceeding customer expectation.
 A business with a high level of service
quality is likely capable of meeting
customer needs while also remaining
economically competitive in their industry.
How do we
measure
Service
Quality?
 RATER

02 Framework
• Used as a questionnaire that eases the transition from
information to action by dividing service issues into
five service dimensions that customers care about.
 Service Dimensions
RELIABILIT ASSURANC TANGIBLES EMPATHY RESPONSIVENES
Y E S

Do you deliver as Does your Does your company Are your team Does your team
promised? organization present itself members address queries
inspire professionally? understanding and within the expected
confidence? empowered to solve time frame?
problems?
RELIABILITY
• Your reliability is your ability to deliver
the service a customer expects, when the
customer expects it.
• Reliable service is regular, accurate,
timely, and consistent.
• It's the most important of all the service
dimension.
RELIABILITY
ASSURANCE
• The aspect of customer service that
causes your customers to trust you.
• To meet their expectations, you
should prove that you are credible and
that you address their concerns
competently.
ASSURANCE
TANGIBLES
• It encompasses how your
customers respond to the
environment you create.
TANGIBLES
EMPATHY
• Empathy means the ability to
understand and share the feelings of
another.
• Do customers feel as though your
team is empathetic?
EMPATHY
RESPONSIVENESS
• It is how quickly, how well, and where
you respond to your customers.
• Good responsiveness involves being
available for customers during the times
and channels that they prefer
RESPONSIVENESS
RESPONSIVENESS
RATER MODEL
CUSTOMER EXPECTATIONS vs
CUSTOMER EXPERIENCE
CUSTOMER SERVICE CUSTOMER
EXPERIENCE GAP EXPECTATION
Make RATER
work for YOU
• Use it as a way to evaluate and
categorize customer feedback.
• Quickly identify which of the
five metrics needs the most
work.
THANK YOU!