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 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

Leave a Reply

Your email address will not be published.

This site uses Akismet to reduce spam. Learn how your comment data is processed.