A defective product can be pulled from a shelf and replaced. A poorly delivered service, by the time anyone notices, has already happened — which is exactly why measuring it needs its own methodology.
Assessment Method
- Defining the service's requirements and performance indicators
- Field observation
- Document review
- Stakeholder interviews
- Mystery-shopper method
Outcome
The result is a quantitative picture of the delivered quality level, the gaps against requirements, and improvement priorities. This assessment is used for ranking service units, monitoring dealer networks, and issuing service-quality certificates.
Who This Is For
Companies with dealer networks or multiple branches who want to measure consistency and quality of service delivery across their network.