Improving Service Quality

Valtera has 30 years of evidence to prove that companies with high levels of service quality have a distinct competitive advantage in the marketplace. What we show is that superior service quality translates into customer satisfaction and loyalty — and the profits that follow. 

It is one thing to know this and another to make service quality happen. Our work shows that the answer to enhancing service quality and customer satisfaction is to understand where you are today so you can improve for tomorrow. And the way you understand where you are today is to ask your employees to report on how important they believe service quality is to you.

The Case For Corporate Service Intelligence.

Corporate Service Intelligence (CSI) is how smart a company is when it comes to doing what it has to do to produce service excellence. The way you find out your CSI is to ask your people the extent to which a focus on service excellence is a fact — a way of life — or a bunch of platitudes.

Ask your front-line service employees to tell you how their manager plans for, sets goals for, and measures service quality. Ask your front-line employees about the resources (equipment, staff, training) they have to deliver service quality. Ask your front-line employees how well they are served by the back room when they try to serve customers. In short, measure your CSI so you know where you stand and what to change to improve it.

The Valtera Difference.

Valtera’s proprietary, globally validated Service Climate Index is the most widely researched service climate measure in the industry. Research using the measure has won international awards for its sophistication and proven usefulness. Valtera’s Service Climate Index tells you in no uncertain terms where you stand and what you need to do to get the competitive advantage you seek through service quality. Knowing where you stand, Valtera can deliver an immediate action plan to help you make service excellence a fact for your employees—and for your customers.

Related Services to Consider:

Service climate
Customer satisfaction surveys
Global Service Climate Index®
Employee surveys
360° feedback