This PPT slide, part of the 81-slide Strategic Business Process Management PowerPoint presentation, outlines a framework for assessing customer satisfaction specifically related to purchasing services. It is divided into 2 main sections: Scope of Service and Assessment of Service Performance.

The first section, Scope of Service, prompts a reflection on the level of service utilization over the past year. This question is crucial for understanding customer engagement and identifying trends in service usage. It sets the stage for deeper analysis by establishing a baseline of how often customers are interacting with the service.

The second section focuses on the Assessment of Service Performance. Here, several criteria are listed to evaluate the service's effectiveness. These criteria include Speed, Punctuality, Cost, Expert Advice and Communication, and Professional Execution. Each criterion is accompanied by columns for Priority and Rating, suggesting a structured approach to gauge the importance of each factor and how well the service meets customer expectations. The inclusion of a space for additional criteria indicates a flexible approach, allowing for customization based on specific customer needs.

This slide serves as a practical tool for organizations aiming to enhance their service delivery by systematically measuring customer satisfaction. It encourages a thorough evaluation of critical service attributes, which can lead to actionable insights. By focusing on these elements, businesses can better align their offerings with customer expectations, ultimately driving improvements in service quality and customer loyalty.

EXPLORE MORE SLIDES FROM THIS PRESENTATION

EXPLORE MORE PRESENTATIONS ON

Business Process Management Customer Loyalty Customer Satisfaction