RSQS | 5 Inspiring Confidence 12. Employees in the store have the knowledge to answer customers’ questions 13. The behaviour of employees in this store instils confidence in customers 14. Customers feel safe in their transactions with this store
6 Courteousness/Helpfulness 15. The employees in this store give prompt service to customers 16. Employees in this store tell customers exactly when services will be performed 17. Employees in this store are never too busy to respond to customer’s requests 18. This store gives customers individual attention 19. Employees in this store are consistently courteous with customers 20. Employees in this store treat customers courteously on the telephone. (deleted as not applicable in Indian context)
Dimension 4 Problem Solving 21. This store willingly handles returns and exchanges 22. When a customer has a problem, this store shows a sincere interest in solving it 23. Employees of this store are able to handle customer complaints directly and immediately
Dimension 5 Policy 24. This store offers high quality merchandise 25. This store provides plenty of convenient parking for customers 26. This store has operating hours convenient to all their customers 27. This store accepts all major credit cards 28. The store has its own credit card |
SERV-OR | Customer Treatment 1. Employees care for customers as they would like to be cared for 2. Employees go the “extra mile” for customers 3. We are noticeably more friendly and courteous than our competitors 4. Employees go out of their way to reduce inconveniences for customers
Employee Empowerment 5. Decisions are made “close to the customer.” In other words, employees often make important customer decisions without seeking management approval 6. Employees have freedom and authority to act independently in order to provide excellent service
Service Technology 7. We enhance our service capabilities through the use of “state of the art” technology 8. Technology is used to build and develop higher levels of service quality 9. We use high levels of technology to support the efforts of men and women on the front line
Service Failure Prevention 10. We go out of our way to prevent customer problems 11. We go out of our way to “head off” or prevent customer problems rather than reacting to problems once they occur 12. We actively listen to our customers
Service Failure Recovery 13. We have an excellent customer complaint handling system for service follow-up 14. We have established problem-solving groups to enhance our ability to resolve service breakdowns 15. We provide follow-up service calls to confirm that our services are being provided properly 16. We provide every customer with an explicit service guarantee
Service Standards Communication 17. We do not wait for customers to complain, we use internal standards to pinpoint failures before we receive customer complaints 18. Every effort is made to explain the results of customer research to every employee in understandable terms |