You’ve probably heard the phrase service quality many times—it’s one of the most important competencies you can build in a customer-facing role. But how do you measure it effectively?
Service quality is about the behaviors you demonstrate during every customer interaction that lead to satisfaction and loyalty. High-quality service strengthens the client bond, improves customer perceptions of your company’s products or services, and sets you apart from competitors. Ultimately, it supports your company’s goals and your own professional reputation.
Service Quality Self-Assessment
Instructions:
Select one of the three boxes to the right of each number, marking with an “X” the statement that best describes the employee’s behavior during your service experience.
_____ The employee approached me more than once to ask about my needs. (3 points)
_____ The employee approached me once to ask about my needs. (2 points)
_____ The employee did not approach me to ask about my needs at all. (1 point)
_____ The employee offered me a solution unrelated to my needs. (1 point)
_____ The employee offered me a solution related to my needs. (2 points)
_____ The employee did not offer more than one solution related to my needs. (3 points)
_____ The employee offered products or services that met my needs. (2 points)
_____ The employee offered more than one product or service that met my needs. (3 points)
_____ The employee offered products or services that did not meet my needs. (1 point)
_____ The employee smiled more than once during my service. (3 points)
_____ The employee smiled once during my service. (2 points)
_____ The employee did not smile at all during my service. (1 point)
_____ The employee did not ask my name nor how I would like to be addressed. (1 point)
_____ The employee asked my name but not how I would like to be addressed. (2 points)
_____ The employee asked my name and how I would like to be addressed. (3 points)
_____ The employee asked me to repeat my need twice. (2 points)
_____ The employee did not ask me to repeat my need. (3 points)
_____ The employee asked me to repeat my need more than three times. (1 point)
_____ The employee approached me more than once to offer support. (3 points)
_____ The employee approached me once to offer support. (2 points)
_____ The employee did not approach me to offer support. (1 point)
How to Use Your Service Quality Score with the Chatbot
Scoring:
Add the points corresponding to the selected responses for each question to calculate your total Service Quality Score.
Next Steps:
- Open the chatbot on this site.
- Enter your score in the following format:
“My Service Quality Score is: X points”
(Replace X with your total score.) - The chatbot will provide you with personalized feedback and suggestions for improvement.
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