Service Quality
Service Quality
|
Service Quality
|
This software module consists of the following templatized tools and techniques:
- Customer Complaints Management Customer Complaints Management is an important part of all businesses. iCT-M provides a convenient customer complaints tracking system that is both visual and easy to monitor. Customer data can be traced individually. Corrective actions can also be initiated for each complaint.
- Customer Satisfaction Index Customer Satisfaction Index (CSI) is used to evaluate Importance-Satisfaction. The questionnaire is setup with Importance and Satisfaction questions. iCT-M provides this convenient questionnaire to evaluate customer satisfaction index. Customer data can be traced individually.
- Weighted Satisfaction Index Weighted Satisfaction Index (WSI) is used to evaluate customer satisfaction. The questionnaire can be setup with one-sided questions. iCT-M provides this convenient questionnaire to evaluate customer satisfaction index. Customer data can be traced individually.
- Service Quality Model Recognizing the need for improving quality in the service sectors
- Importance-Performance Analysis The Importance-Performance applet is a questionnaire study based on the importance and the relative performance of the item.
- Service Quality Rep Service Quality Rep allows you to create a set of questions
- Customer Satisfaction Questionnaire Customer Satisfaction Questionnaire (CSQ) is used to evaluate customer satisfaction. The questionnaire can be setup with one-sided questions which may have positive and negatives sense. iCT-M provides this convenient questionnaire to evaluate customer satisfaction. Customer data can be traced individually.
Service Quality Soft Skills Module
|
Other Service Quality Links:
- Service Quality Tools – Training
- Service Quality – Consultancy Support
|
Service Quality Download:
- Service Quality – Report Sample (PDF)
|
Materials available free for members only:
- Service Quality – Learning Material (Word Document)
- Service Quality – Teaching Material (PowerPoint)
|