Measuring service quality

Сентябрь 5, 2022

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Measuring service quality

Содержание

2. Theory Methods of measurement Satisfaction questionnaires Feedback Focus groups Mystery shopper Product of the effort that
3. Satisfaction questionnaires Hotels and restaurants Expensive Low completion rate Probably not representative of customer base Design
4. Feedback All organizations Only the really delighted customer is likely to comment disappointed customer is likely
5. Focus groups Group of customers The aim of meetings is to discuss issues - identified problems
6. Control of quality Ultimately reduces to establishing an appropriate balance of the costs of conformance and
7. Quality improvement Must begin with diagnosis In the longer term ensure faults do not arise continuously
8. Taco Bell Taco bell survey: - You must be at least 18 years old - 50
9. Taco Bell Survey Feedback
11. Скачать презентацию

Слайд 2

Theory

Methods of measurement
Satisfaction questionnaires
Feedback
Focus groups
Mystery shopper
Product of the effort that

every member of the organization invests in satisfying customers

Service quality measurement reduces to measuring customer satisfaction

Слайд 3

Satisfaction questionnaires
Hotels and restaurants
Expensive
Low completion rate
Probably not representative of customer base
Design

is frequently poor

Well-designed questionnaires

Identifies also causes of satisfaction/dissatisfaction

Usual questionnaires

Reliable data

Слайд 4

Feedback
All organizations
Only the really delighted customer is likely to comment
disappointed customer

is likely to tell 10 other people, than to give feedback

not representative of the general run of customers

Слайд 5

Focus groups
Group of customers
The aim of meetings is to discuss issues
-

identified problems
- new developments

Mystery shopper

Recruited customer

The goal is to use service and complete reports

- May be commissioned to look at some particular issue
- should not be confused with the typical customer

Слайд 6

Control of quality
Ultimately reduces to establishing an appropriate balance of the

costs of conformance and of failure

Perfection is economically unattainable

Quality control implies pre-determined targets

depends upon mean defect rate of 1%

This tends to lead to a very reactive attitude

2 main targets:
- zero defects
- maximize customer satisfaction

Слайд 7

Quality improvement
Must begin with diagnosis
In the longer term ensure faults do

not arise

continuously improve the effectiveness and efficiency, but the short term requires information

Слайд 8

Taco Bell
Taco bell survey:
- You must be at least 18 years

old
- 50 entry periods for the survey

Before entering the TelltheBell survey:

- A valid receipt from Taco Bell
- The 16 digit survey code on the receipt
- Store Number, Date and Time in case you don’t have the survey code

Слайд 9

Taco Bell
Survey
Feedback