Five Criteria by Which Customers Judge Service Quality

Five Criteria by Which Customers Judge Service Quality

  1. Reliability: Consistency in performance dependability. Examples: accuracy in billing, keeping records correctly, performing the service at the designated time.
  2. Tangibles: Physical evidence of the service. Examples: physical features, appearance of personnel, tools used to provide the service.
  3. Responsiveness: employees’willingness or readiness to provide service. Examples: mailing the transaction slip immediately, calling back the customer quickly, giving prompt service.
  4. 'Raving Fans' by Ken Blanchard (ISBN 0688123163) Assurance: employees’ knowledge and ability to convey trust and confidence. Examples: Knowledge and skill of contact personnel, company name or reputation, personal trait or contact personnel
  5. Empathy: caring and individualized attention to customers. Examples: learning customers’ specific requirements, consideration for the customers.

Read this popular book: Raving Fans: A Revolutionary Approach to Customer Service by Ken Blanchard and Sheldon Bowles.

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