Service Quality Assurance & Improvement Flashcards

In the SERVQUAL model, which dimension measures the willingness to help customers and provide prompt service?

Answer: Responsiveness

Responsiveness is the SERVQUAL dimension covering promptness and willingness to help.

A Pareto chart is most useful to a service manager for which purpose?

Answer: Identifying the few causes responsible for most complaints

Pareto charts rank causes by frequency so teams can focus on the vital few driving most problems.

Which step of the PDCA cycle involves rolling out a successful pilot as the new standard?

Answer: Act

In the Act step, proven improvements are standardized and implemented widely.

A call center tracks the percentage of issues resolved on the customer's first contact. Which metric is this?

Answer: First contact resolution

First contact resolution measures issues resolved without follow-up contact.

Which tool is best suited to explore the possible root causes of a recurring service failure by category (people, process, equipment, environment)?

Answer: Ishikawa (fishbone) diagram

The fishbone diagram organizes potential causes into categories to support root cause analysis.

The 'gap' in the Gaps Model of service quality between customer expectations and management's perception of those expectations is caused mainly by:

Answer: Inadequate market research and upward communication

Gap 1 (knowledge gap) arises from management not understanding what customers truly expect.

Customer Effort Score (CES) primarily measures:

Answer: How easy it was for the customer to get an issue resolved

CES gauges the ease of the customer's experience with a specific interaction.