Definition of Quality Assurance in Customer Service

The quality assurance system can compare what you promise the customer to what the customer expects and what your customer service delivers. If the delivered service matches customer expectations and what you promised to deliver, quality with respect to this customer service element is high. If there are gaps, you can use the quality assurance system to track improvements.

The quality assurance system must survey customers regularly to determine their expectations so the system can match against promises and deliveries. Small businesses usually implement such surveys in-house by asking customers to rate their service when they call or when they complete a purchase. Email or web-based forms that customers fill out when visiting the company website are alternatives. For use as a gauge of reliability, the survey must specifically ask how well the company service met the customer’s expectations.