Service diagnostic - ServCheck
ServCheck is an online customer service self-assessment tool that will help you assess your organisation's commitment to customer service.
It's based on the findings from several of our research reports and takes into account the views and priorities of over 200,000 customers.
Interested in ServCheck? Call us on 01206 571716 or send us a note.
It helps organisations:
- assess their current levels of commitment to customer service
- benchmark their service commitment against model criteria
- benchmark their service commitment against their sector
- determine systematic action plans for improving service
ServCheck is generic in character, so its content is applicable to all sectors. Its principles apply equally to large and small organisations, and to the public, private or third sectors whether the delivery channel is traditional or e-Service.
How does it work?
A representative number of employees complete a questionnaire that rates their agreement (or disagreement) against the criteria that form The Institute's Model for World-Class Service. Their responses are collated and scored.
Once you've collected a representative number of responses you can download a report.
How can we use the report?
The report will allow you to identify those areas in most need of improvement and identifies the gap between your own organisation and others. It also acts as a progress report when repeated over time.
It's possible to analyse the results so that information can be compared by:
- cross-sections of an organisation e.g. job role, age and gender, and, if you've elected to survey more than one site, region and site
- other organisations overall, or by sector
What does the package include?
The ServCheck package includes:
- access to a web app where you can manage your surveys, company information and reports
- email updates of survey progress
- collation, scoring and benchmarking of the organisation’s results
- downloadable reports in Excel format
Find out more information and costs.
Institute organisational member?
Find out about organisational membership
Improve customer satisfaction, employee engagement and bottom line performance. Find out how membership can benefit your organisation.