{"id":34077,"date":"2020-12-11T12:03:14","date_gmt":"2020-12-11T12:03:14","guid":{"rendered":"https:\/\/www.proprofs.com\/c\/?p=34077"},"modified":"2025-10-15T05:40:58","modified_gmt":"2025-10-15T05:40:58","slug":"how-to-measure-service-quality","status":"publish","type":"post","link":"https:\/\/www.proprofssurvey.com\/blog\/how-to-measure-service-quality\/","title":{"rendered":"Measuring and Improving Service Quality: 6 Ways That Work"},"content":{"rendered":"

<\/span><\/p>\n

Your brand philosophy might have its roots in creating top-notch products or services. But can you really deliver in the long run if the service quality is ignored? <\/span><\/p>\n

Poor service quality can cost your business, whether you are a month old startup or a decade old enterprise.<\/span><\/p>\n

\u201c<\/span>33%<\/span> of Americans say they\u2019ll consider switching companies after just a single instance of poor service.<\/span>\u201d<\/span><\/p>\n

In today\u2019s competitive business landscape, no matter how high you set the quality bar; a business would soon come and push the bar a little higher. Therefore, you need to offer your services in such a manner that you deliver high value to customers continuously while controlling costs.<\/p>\n

Measuring your service quality can be the first necessary step any business can take in improving their services. Afterall, can you really improve what you don\u2019t measure?<\/p>\n

This blog lists 6 impressive strategies that will help you measure your service quality and <\/span>take your services from \u2018mediocre\u2019 to \u2018exceptional\u2019.<\/b><\/p>\n

Let\u2019s check them out.<\/p>\n

<\/span>6 Effective Ways to Measure Service Quality <\/strong><\/span><\/h2>\n

Measuring service quality is critical to business growth. However, at the same time, it is also one of the CX metrics that cannot be measured straightforwardly. Why?<\/span><\/p>\n

Because you can measure numbers, responses, products sold, and even complaints, but how do you measure quality?<\/span><\/p>\n

Let\u2019s find out!<\/span><\/p>\n

Given below are the six most practical techniques to measure service quality effortlessly and efficiently. Take a thorough look at them and choose the one that suits your business the best.<\/span><\/p>\n

1. SERVQUAL<\/strong><\/h3>\n

SERVQUAL is a service quality framework that was developed in 1977 by Zethaml, Parasuraman, and Berry. Since then, it is considered as the most holistic framework for measuring service quality. Originally, the framework used ten aspects to measure service quality, namely – security, communication, courtesy, access, tangibles, knowing the customer, responsiveness, reliability, credibility, and competence. The framework was revised in 1988 when seven of these aspects were combined to form empathy and assurance. This gave rise to the widely famous RATER model with five aspects to measure service quality. <\/span><\/p>\n

The framework is a global authority such that whenever one asks the question – \u201chow to measure service quality?\u201d – the answer is  – \u201cBy SERVQUAL.\u201d<\/span><\/p>\n

Let us explore the framework!<\/span><\/p>\n

What are the five aspects of SERVQUAL?<\/b><\/h4>\n