Service Quality Evaluation System

Improve customer service strategies and customer satisfaction. Direct internal efforts and resources toward meeting and exceeding your customers' needs. A Service Quality Evaluation System is an integral part of helping build a corporate culture that supports a user-friendly environment for the customer.

• Identify the factors behind service quality attitudes in customer groups.

• Develop objective, action-oriented service evaluation systems.

• Create benchmark levels of service quality throughout the organization.

The WestGroup Service Quality Evaluation System is based on the "Service Quality Gap Model". The model identifies various "gaps" which represent differences between a customer's expectations and what a company actually provides. As service "gaps" are identified, your firm will be able to target resources to reduce and/or eliminate the gaps and improve customer satisfaction. WestGroup provides a variety of efficient research capabilities to identify three major areas which manifest as "gaps" in service quality.

1. What does the customer expect?
   Focus Groups and In-depth Interviews will establish the needed depth of understanding.

2. What did the customer actually receive?
   Shopper Studies and Service Quality Panels will gather objective measurements of the level of service provided.

3. How did the customer perceive the level of service received?
   Telephone surveys using WestGroup in-house resources allow clients to objectively measure how their customers perceive the level of service they received.

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