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Solutions: Service Quality
About |
Service Climate |
Customer Satisfaction Surveys |
Global Service Climate Index©
Much of the significant work in climate measurement has been conducted by Valtera Senior Research Fellow Dr. Benjamin Schneider.
Focusing predominately on service quality, this research convincingly demonstrates that policies and procedures focused directly on service quality are essential to creating positive customer experiences. Based on years of pioneering research, Dr. Schneider has developed an assessment of service climate and service quality that predicts customer satisfaction with service quality over significant time periods.
Specific subscales measure Work Facilitation, Inter-department Service, Customer Orientation, Service Leadership and Customer Feedback in addition to Global Service Climate.
This assessment measure, the Valtera Global Service Climate Index©, is available exclusively from Valtera and can be used as a stand-alone survey or imbedded as part of a larger survey process.
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