Quality of Service

Definition
Evaluate and compare the quality of service in selling points, allowing identifying and generalizing the best practices.
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Service:

Evaluate and compare the quality of service in selling points, allowing identifying and generalizing the best practices.

For what is useful:

  • To build a management tool of quality of service in selling points, which is updated regularly, allowing an immediate perception of sharp falls in any parameter of quality of service;
  • To compare the results of the various selling points in order to identify the best practices, which serve as benchmarking to other selling points;
  • To establish, at the level of each selling point, incentives for improvement and goals for certain metrics;
  • To collect complaints, comments and other customer feedback on a constant basis, helping to improve the service and thus customer loyalty to the organization;
  • To analyze the evolution of various parameters of quality of service and to verify in what extent the actions taken are perceived by customers.