Service Quality: Methodology

OpenMet’s standard model of customer satisfaction is a general proposal that contains the fundamental variables to manage service quality in the majority of companies. Inspired by the ServQual model, the variables obtained are divided into two large areas:

Customer Service:

• Assurance: Measure the perception your customers have of the professionalism of your employees, their courtesy and the existence of and correct execution of your service procedures
   
• Commitment: reveal the degree of information about the service you supply the customers as well as your employees’ commitment to assisting them
   
• Empathy: Show your employees’ willingness to help as well as the initiative in communicating with the customers and adapting to their needs
  

Service Received:

• Reliability: Show the integrity in the execution of your company’s procedures, the quickness with which you attend to your clients, and the ability to comply with your customers’ expectations
   
• Image: Rate aspects related to the external image the company projects to its customers such as its technological capability, the appearance of its installations or personnel and its communication materials
   
• Market Price: Measure the perception your customers have on price in relation to the competition
   
• Fair Price: Measure the perception your customers have on price in relation to service received
  

With OpenMet’s standard model of customer satisfaction you receive all these variables upon filling out the standard questionnaire; that in its most concise version is composed of only 31 questions. The responses are measured by the application of Likert scales with four values. Depending on the characteristics and context of the company to be analyzed, you may eliminate, modify or add variables (and the questions they make up) to tailor the final result to the material needs of the company.

It’s also possible to make evaluations of expectations vs. perception with the intention of analyzing the gaps described in the ServQual model and defining strategies to help your company improve its procedures and increase its customers’ satisfaction.

See how it works | Request a demonstration | OpenMet Service Quality.pdf