Service Quality

Quality DimensionSamples of questions to ask

Tangibles:
Appearance of physical facilities, equipment,
personnel, printed and visual materials

  • Are facilities attractive?
  • Are staff dressed appropriately?
  • Are written materials easy to understand?
  • Does technology look modern?

Reliability:
Ability to perform promised service dependably
and accurately

  • If a response is promised in a certain time, does it happen?
  • Are exact specifications of client followed?
  • Are statements or reports free of error?
  • Is service performed right the first time?
  • Is level of service same at all times of day and for all members of
    staff?

Responsiveness:
Willingness to help customers to provide
prompt service

  • When there is a problem, does organization respond to it quickly?
  • Are staff willing to answer client questions?
  • Are specific times for service accomplishments given to client?
  • Are public situations treated with care and seriousness?

Competence:
Possession of required skill and knowledge to
perform servide

  • Can staff provide service without fumbling around?
  • Are materials provided appropriate and up to date?
  • Can staff use the technology quickly and skillfully?
  • Does staff appear to know what they are doing?

Courtesy:
Politeness, respect, consideration and
friendliness of contact personnel

  • Does staff member have a pleasant demeanor?
  • Does staff refrain from acting busy or being rude when clients ask
    questions?
  • Are those who answer the telephone considerate and polite?
  • Do staff observe consideration of the property and values of clients?

Credibility:
Trustworthiness, believability, honesty of the
service provider

  • Does service organization have a good reputation?
  • Do staff members refrain from pressuring the client?
  • Are responses given accurate and consistent with other reliable
    sources?
  • Does the organization guarantee its services?

Security:
Freedom from danger, risk, or doubt

  • Is it safe to enter the premises and to use the equipment?
  • Are documents and other information provided for the client held
    securely?
  • Are use records of clients safe from unauthorized use?
  • Can client be confident that service provided was done correctly?

Access:
Approachability and ease of contact.

  • How easy is it to talk to knowledgeable staff member when client has a
    problem?
  • Is it easy to reach the appropriate staff person
    • in person?
    • by telephone?
    • by email?
  • Are service access points conveniently located?

Communication:
Listening to customers and
acknowledging their comments; Keeping customers informed in a language
they can understand.

  • When client contacts service point, will staff person listen to their
    problem and demonstrate understanding and concern?
  • Can staff explain clearly the various options available to a
    particular query?
  • Do staff avoid using technical jargon when speaking with clients?
  • Does staff member call if a scheduled appointment will be missed?

Understanding the Customer:
Making the effort to know
customers and their needs.

  • Does someone on staff recognize each regular client and address them
    by name?
  • Do staff try to determine what client’s specific objectives are?
  • Is level of service and cost of service consistent with what client
    requires and can afford?
  • Are service providers flexible enough to accommodate to client’s
    schedule?