Service Standards
Service Standards
Definition
-A service standard specifies requirements that should be fulfilled by a service to establish its
fitness for purpose.
- The standard may provide definitions, indicators of service quality and their levels, or specify a
time period for delivery, or standard for handling customer complaints.
- It also gives customers more confidence in the service provider , reduce costs and keep an
opportunity for more business
Formal Service goals and targets need to be established to monitor the quality of the
service and the gap if any can be identified and improved upon.
Standards are often set with reference to the percentage of occasions on which a particular
measure is achieved.
Soft Standards
-Soft standards and measures of service quality are those that cannot easily be observed and
must be collected by talking to customers, or employees.
- These provide direction, guidance and feedback to employees in ways to achieve customer
satisfaction and can be quantified by measuring customer perceptions and beliefs. For academic study
purpose only
Hard standards and measures relate to those characteristics and activities that can be counted,
timed or measured through audits.
For academic study purpose only
only