Service Quality

Service Quality Evaluation

Service quality evaluation allows companies to find out about customer opinion on different aspects of the service which have an influence on satisfaction levels (e.g. customer service, corporate image, etc.).
This type of project obtains direct feedback from customers and creates objective metrics relating to aspects that need to be improved in order to increase customer satisfaction and loyalty.
It can also be used to identify areas to improve and problem areas which help to improve the company.

Desired objectives and results of service quality

  • Service quality evaluation

  • Identify strong points and areas for improvement

  • Open a direct channel of communication between employee and company

  • Improve internal customer orientation processes

  • Evaluate sales and after-sales processes

  • Differentiate yourself from your competitors

  • Obtain objective data for decision-making

How we work Service quality evaluation

  • We can adapt to survey models provided by the client, and we advise our clients on how to improve their questionnaires, based on our experiences in using different methodologies (e.g. Servqual).

  • We provide support for communication with those taking the survey

  • We manage the distribution and data capture process using electronic, in-person, telephone and/or printed surveys

  • If required we can explore client opinion through individual interviews and focus groups

  • We provide access to the Openmet Feedback Manager platform which allows users to visualise information in a Business Intelligence environment and automatically produce reports

  • We analyse and present the results of the study, pinpointing strengths and areas for improvement, or carrying out Gaps analysis (Servqual).

  • We help and support you throughout the process


Barcelona / Madrid

Tel. (+34) 902 876 979

Central Barcelona

Gran Via de les Corts Catalanes 523, 3-1

(08011) Barcelona

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