Background

Roger H. Nuttall, MBA, MBCS, Managing Director of CBN, is a specialst in Service Gap Analysis and was co-author of "Getting It Right", (Integrating the Views of Users and Deliverers of Information Technology Based Services ), an academic paper delivered at the First International SOMA Conference at Bentley College in Boston, USA, August 1999. The paper was co-authored by Roger H. Nuttall , Christine Williams and Dr. Mark Saunders.

This work was originally focused on assessing the effectiveness of IS departments. However, it was soon realised that the Service Quality Template approach was appropriate and relative to almost any business and takes the measurement of expectation and perception to new levels. 

Service Gap AnalysisTemplate

The Service Quality Template, used in isolation, is only of limited value and it is the interpretation of it in the context of a wider Service Gap Analysis that brings full dividend.
Click here for a typical case-study example.

To discuss how the Service Quality Template and the subsequent Service Gap Analysis can assist your businesses relationship with its customers, please call me direct on 01242 678437.