BigCat Research

Service Quality Diagnostics

Service quality diagnostics diagnoses where the service is strengthened and weakened in the dimensions of process, employee behavior, communication, physical environment, speed, trust and meeting expectations.

In which component does service quality decline and which process, training or communication action should come first to strengthen the quality standard?

We combine customer journey, touch point, field observation and service quality measurements within a single decision framework.

We comparatively monitor the differences in service standards between dealers, branches, locations, campus or field teams.

We establish the connection between the operational reality experienced by the frontline employee and the quality of service perceived by the customer.

We separate the problem moment, waiting, guidance, communication, physical environment and support experience into rapid improvement and structural investment.