Measurement of Expectation, Performance Evaluation and Consumers' Perception of Quality were addressed as long ago as 1988 with the SERVQUAL measure of "normative expectations".  However, they were mostly suited to IT environments and were considered by some to be too constrained.

The Service Quality Template approach employed by us takes the measurement of expectation and perception to new levels.  Appropriate and relative to almost any business, our approach facilitates complete flexibility in defining the service and measurable elements.

Comprising a number of workshops, and involving representatives of all the stakeholders, including customers, we will produce a tangible, measurable set of objectives and actions.

Such is the nature of our approach that not only are service gaps identified and addressed, but "buy-in" and Change Management become minor issues.

Firstly, we must know what customer's expectation of your service is.  Not what you think it is.

We must then manage the expectations so that we establish control.

Once in control of the expectations, we can more easily take steps to match them.

Finally, by looking at the strengths and weaknesses of the service gap, and in particular, customer's perceptions of the service, we will reduce or reverse the gap.

This approach can ensure your business can exceed your customers expectations.

Please note: The initial meeting will be charged on an expenses only basis.  For subsequent meetings and work, day rates will be agreed.