ServQual

ServQual

Service quality and delivery have become cornerstones of modern retail. In an ever-changing retail landscape, modern retail is struggling to find a fine balance between timely deliveries that is backed with efficient service quality. SERVQUAL aims to assist customers in improving their service delivery by using a sophisticated analytical tool to predict customer expectations & behavior through data-driven analysis.
SERVQUAL helps in calculating the score for expectation and perception statements using the questionnaire method. This helps in calculating the gap score for each parameter and has designed various methods of analyzing your customer satisfaction that include:

  • Feedback Form
  • In-Depth Interview
  • Mystery Shopping
  • Focus Groups

Some of the ways in which SERVQUAL can help you are:

  • CRM Design and implementation
  • Loyalty program Design
  • Complaint Handling and Service Recovery
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