Service quality can be seen through the different lenses of internal business process quality or external customer-perceived quality (Kordupleski et al 1993). Evidence suggests a performance gap exists between these two perspectives (Hult et al 2017), but whilst organisations implicitly understand benefits associated with customer-centricity, they struggle to fully align themselves with this approach (Shah et al 2006).
Service Insights Ltd helps organisations to understand these differences, enhancing service performance through customer insight research, training and consultancy. Find out more about our services below.
We understand the benefits that high quality research can bring. We offer a range of quantitative and qualitative research methods to help you understand your service and how to improve it. To find out more, click our pages for customer satisfaction, customer journey mapping, or cognitive interviewing for question testing.
We offer a range of full and half-day training courses tailored to your organisational needs. All our training ultimately focusses upon helping you understand, measure, and improve your service performance. To find out more, click on our Research Methods training course for further details. .
Working with our Associate Consultants, we provide a range of consultancy services, including service reviews, customer satisfaction reviews, and policy updates. No project is too large or small. To find out more, click our page on service reviews.