Quality Service Evaluation to the Outside Client
QSEs allow the client to ascertain and measure customers' perceptions of the level of service they are receiving from the company. In addition to being used to make improvements in areas that the client deems important, the results allow a comparison with similar institutions in the area.
CID Gallup's QSE also allows the company to define its "range of services" (i.e. the level of client satisfaction vis-à-vis their perceived quality of services). If it does not meet the required needs it will probably mean that your clients will look elsewhere for the service:
Furthermore, the study allows for an evaluation of additional aspects related to quality of service:
Customer institutional loyalty based on quality of service.
Level of customer recommendation of the institution.
International comparison of results with other institutions.
The global objectives of the Quality Service Evaluation are:
Measure the degree of customer satisfaction vs. the quality of service of the institution being evaluated.
Evaluate quality of service trends as perceived by customers.
Establish follow up quality of service studies in the lapse of a year.
In addition to these, there are specific objectives geared to the needs of each company related to each study.
It allows for an evaluation of the relative importance of the relationships that exists between the institution's service component parts and the global measurements of customer satisfaction. In turn, strategies are created to follow improvements in organizational quality of service.
Related links
» Work Place Evaluation