The Three Service Dimensions
The diagnostics that follow, typically used in an internal appraisal, help you to look at and analyse your service from three perspectives that a customer typically takes.
The Service Package -
What makes up the service that I am getting?
This includes those elements that make up the package that the customer is primarily searching for.
In a Hotel:-
- "hard elements" such as the rooms, the restaurant, fitness centre, conference facilities, and location, etc; but also
- soft elements" such as status and atmosphere.
The Performance - Does this service
match my expectations as a customer?
This includes those elements (often process related) that the customer expects us to perform well. In a Hotel:- cleanliness, speed of service, quality of furnishings, helpfulness, etc.
Journey of the Customer - Are they easy
and comfortable to use?
Those aspects which link and interact to influence how easy and pleasant the customers journey through the service has been. In a Hotel:- a sequence of events such as ease of booking a room, directions, parking, booking in at reception, porters, lifts, etc.
For each of them we have included a diagnostic used to help a team to explore and clarify the customers reactions to your service.