Quality of service

Thu, 14 Oct 2021 13:11:12 GMT

We are currently preparing for a CSE (Customer Service Excellence) audit - would be great to connect with others who are also accredited...

With regards to measuring quality of service, does anyone have any existing benchmarking data that you would be willing to share?

And/or any suggestions as to how to capture this measure to enable benchmarking activities.

TIA

Thu, 14 Oct 2021 14:19:04 GMT

Hi, I have just been working with my current client on how to demonstrate excellent Quality of Service, we have developed a number of QoS statements based on the QOS Model (otherwise known as RATER model (Reliability, Assurance, Tangibles, Empathy, Responsiveness). Once we had developed the statements to us we looked at how best to demonstrate achievement though the use of Service Level Targets and KPIs. As for benchmarking it is a hard one as it depends on how your business operates, customers perceive you etc. Rather than utilise benchmarking which is quite subjective depending on business, ways of working etc. so we conducted a survey of our users and based on the analysis of results took the QoS statements mapped them to the Survey areas and then developed improvement targets based on the results and what we thought would be achievable over the following 12mths.

Mon, 18 Oct 2021 13:04:28 GMT

Thank you R. Oliver for your reply, thats given us something to think about...