Quality Dimension Samples of questions to ask Tangibles:
Appearance of physical facilities, equipment, personnel, printed and visual materials
- Are facilities attractive?
- Are staff dressed appropriately?
- Are written materials easy to understand?
- Does technology look modern?
Ability to perform promised service dependably and accurately
- If a response is promised in a certain time, does it happen?
- Are exact specifications of client followed?
- Are statements or reports free of error?
- Is service performed right the first time?
- Is level of service same at all times of day and for all members of staff?
Willingness to help customers to provide prompt service
- When there is a problem, does organization respond to it quickly?
- Are staff willing to answer client questions?
- Are specific times for service accomplishments given to client?
- Are public situations treated with care and seriousness?
Possession of required skill and knowledge to perform servide
- Can staff provide service without fumbling around?
- Are materials provided appropriate and up to date?
- Can staff use the technology quickly and skillfully?
- Does staff appear to know what they are doing?
Politeness, respect, consideration and friendliness of contact personnel
- Does staff member have a pleasant demeanor?
- Does staff refrain from acting busy or being rude when clients ask questions?
- Are those who answer the telephone considerate and polite?
- Do staff observe consideration of the property and values of clients?
Trustworthiness, believability, honesty of the service provider
- Does service organization have a good reputation?
- Do staff members refrain from pressuring the client?
- Are responses given accurate and consistent with other reliable sources?
- Does the organization guarantee its services?
Freedom from danger, risk, or doubt
- Is it safe to enter the premises and to use the equipment?
- Are documents and other information provided for the client held securely?
- Are use records of clients safe from unauthorized use?
- Can client be confident that service provided was done correctly?
Approachability and ease of contact.
- How easy is it to talk to knowledgeable staff member when client has a problem?
- Is it easy to reach the appropriate staff person
- in person?
- by telephone?
- by email?
- Are service access points conveniently located?
Listening to customers and acknowledging their comments; Keeping customers informed in a language they can understand.
- When client contacts service point, will staff person listen to their problem and demonstrate understanding and concern?
- Can staff explain clearly the various options available to a particular query?
- Do staff avoid using technical jargon when speaking with clients?
- Does staff member call if a scheduled appointment will be missed?
Understanding the Customer:
Making the effort to know customers and their needs.
- Does someone on staff recognize each regular client and address them by name?
- Do staff try to determine what client's specific objectives are?
- Is level of service and cost of service consistent with what client requires and can afford?
- Are service providers flexible enough to accommodate to client's schedule?Adapted from SERVQUAL, an instrument for measuring quality service developed by Zeithaml, Parasuraman & Berry and described in their book, Delivering Quality Service; Balancing Customer Perceptions and Expectations, Free Press, 1990.