Servqual survey template

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Mobile Created with Sketch. Considering your overall experience, how likely would you be to recommend us to a friend or a colleague? Very Unlikely. Very Unsatisfied. Quality of Service. Process of getting problem resolved. Quality of customer service representative. Time taken by customer service representative to solve my issue.

Knowledge of customer service representative. Wait time for my question to be answered. Overall satisfaction with. Strongly disagree. Somewhat disagree.

Somewhat agree. Strongly agree. Service quality can make or break any brand. Even if you have got the best product in the market, you need to back it up with an excellent service. High-quality service helps in the success of firms. Service quality is extremely important for firms that deliver services to their clients.

It can increase customer satisfaction levels as well as it can help the firms achieve higher loyalty and profits Minh et al. Service quality can be an indicator of what is going right or what is going wrong with your organization. It gives voice to the most important stakeholder of the organization — the customer. Firstly, we will look at an interesting case:. Rackspace is a web hosting company. If you have ever troubleshot our website you would know what kind of mess can be.

A customer was on a call with the customer support team of Rackspace. Given the complexity of the problem, it was going to take a long time. In the middle of this troubleshooting session, The customer care representative heard that the customer said to her colleague that she was feeling hungry. The customer support representative instantly ordered a pizza for the client. Unaware of the order, they were delightedly surprised.

Additionally, it also helped them in solving the problem faster with renewed energy. Parasuraman, Zeithaml, and Berry developed this scale in They found that there was no measure of service quality. Therefore, they attempted to developed a measure of service quality. There are several issues to note about the structure of the SERVQUAL questionnaire: About half the questions are posed as a negative question as highlighted in the below table. This approach was used because it is a more appropriate research design for developing and validating scales, The questionnaire was split into two components.

The first asked what level of service quality consumers expected from a firm in that service category for example, banking, credit cards, repairs and maintenance and telephone companies and then they asked the service quality of specific firms.

Appearance of the physical facilities are consistent with the type of service industry. It is not reasonable to expect prompt service from employees, negative.

Employees do not always have to be willing to help customers, negative. Employees should get adequate support from the firm to do their job well.