Service Index – SI
- As with quality, it’s your customers who decide the service factors most important to them when making their buying decisions
- And it’s their ratings of those factors, not yours, that matter most so, again, first establish their top ten and then ask a sample to rate each one
- The results might be as follows:
- An overall score of less than 80, never mind 60, should set alarm bells ringing
- If you managed a retail shop or delivery company, what would you do if you found such poor ratings for the ‘waiting times’ and ‘communications’ offered
