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?