Return to Customer outcomes

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 service factors and then ask a sample of them to rate each one

  • The results might be as follows:

  • An overall score of less than 80 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

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