Measuring and

improving service
quality

Chapter 8
 1. Identifying customer needs and expectations
Defining and 2. Defining service quality standards
setting service 3. Communicating service quality standards
quality 4. Setting targets and goals

standards 5. Monitoring and measuring performance

6. Taking action to improve service quality
7. Reviewing and updating service quality standards
 Some key considerations when identifying and
Identifying and understanding customer needs and expectations
include:
understanding 1. Listening to customers
customer 2. Analyzing customer feedback
3. Tracking customer interactions
needs and 4. Monitoring customer satisfaction
expectations 5. Keeping up with industry trends and best practices
6. Encourage open communication with customers
7. Continuously monitoring customer needs and
expectations
Developing a Some key considerations when developing a service
service quality quality measurement and monitoring system include:
1. Identifying service quality indicators
measurement 2. Gathering data
and 3. Analyzing data

monitoring 4.
5.
Communicating results
Continuously monitoring and improving service quality
system 6. Involving customer feedback
7. Benchmarking
 Some key considerations when using data and analytics
Using data and to evaluate service quality and identify areas for
analytics to improvement include:
evaluate service 1. Collecting and storing data
2. Analyzing data
quality and 3. Using data visualization tools
identify areas for 4. Identifying key performance indicators (KPIs)
improvement 5. Setting up automated data collection and analysis
6. Comparing data with industry standards
7. Using data to drive decision making
Implementing
a continuous Some key considerations when implementing a
continuous improvement process include:
improvement 1. Setting up a continuous improvement team
process to 2.
3.
Identifying areas for improvement
Developing and implementing action plans
improve 4. Tracking progress
service quality 5. Communicating progress
6. Encouraging employee participation
over time 7. Continuously monitoring and improving service quality
 Some key considerations when communicating service
Communicatin quality results include:
g service 1. Communicating results to employees
2. Communicating results to customers
quality results 3. Providing regular updates
to employees 4. Communicating results in a clear and transparent manner
5. Communicating results in a timely manner
and customers 6. Encouraging feedback
7. Communicating results in a way that is easily
understandable
Providing training
and development Some key considerations when providing training and
opportunities for development opportunities include:
1. Identifying training needs
employees to 2. Developing a training plan
build the skills 3. Offering a variety of training methods
and knowledge 4. Providing ongoing training and development
needed to deliver 5. Encouraging employee participation
6. Providing opportunities for skill application
exceptional 7. Continuously monitoring and evaluating the effectiveness
service of training
Encouraging Some key considerations when encouraging employee
employee involvement include:
1. Providing opportunities for employee input
involvement in 2. Creating a culture of continuous improvement
service quality 3. Recognizing and rewarding employee contributions

improvement 4.
5.
Empowering employees to make decisions
Providing opportunities for employee development
efforts 6. Encouraging teamwork
7. Communicating progress and results
 Some key considerations when implementing a
Implementing complaint and feedback management system include:
a complaint 1.
2.
Establishing a clear process
Providing multiple channels for feedback
and feedback 3. Assigning responsibility
management 4. Communicating with customers
5. Keeping track of complaints and feedback
system 6. Investigating complaints
7. Taking action
8. Continuously monitoring and improving
Measuring the
impact of service Some key considerations when measuring the impact of
quality service quality improvements include:
1. Identifying key performance indicators (KPIs)
improvements 2. Collecting data
on customer 3. Analyzing data
satisfaction, 4. Comparing data over time
5. Using data visualization tools
retention and 6. Communicating results
loyalty. 7. Continuously monitoring and improving
THANK
YOU!