SERVICE QUALITY & SATISFACTION MEASUREMENT

The MSC has a wealth of experience in the field of satisfaction and service quality research. Most companies recognise the need to measure levels of satisfaction and perceptions of service quality among their customers. Generally this involves asking customers for subjective attitudinal evaluations, that is, asking if they personally felt the service they received was satisfactory.


Our approach is a little different, we advocate the use of objective measurements as well as the traditional attitudinal evaluations. Why? Because as well as measuring these attitudes, we think managers want to find out what can be done to improve these perceptions and attitudes. Finding out that on average, customers rate the enquiry line's service at "6 out of 10" doesn't tell a manager what the problems with the service actually are. However by asking other objective questions such as "Was your enquiry answered with one phone call" or "how many times did the phone ring before you were attended by an operator" can give a far clearer indications of where problems might lie. We work closely with our clients to develop measurement instruments that can find out exactly what they need to know to make meaningful decisions.


For further information on any aspect of Service Quality Research, please click here.