Follow up with customers after service. Another common way that businesses get feedback from their customers is by contacting them after the service has been completed. This is usually done by using the contact info provided by the customer as part of receiving their service — you may have participated in this form of feedback if you've ever gotten a follow-up call from your cable company after having a receiver installed, for instance. This form of feedback has the advantage of giving customers some time to use your business's service before asking for their opinion.![Service Quality Measures Models Service Quality Measures Models](/uploads/1/2/4/8/124885323/763676930.jpg)
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- Unfortunately, one disadvantage of this type of feedback is that it can be seed as rude or cloying. For instance, if a family receives a follow-up call during their nightly dinner, this may negatively affect their view of your business. One way to offset this somewhat is to use less obtrusive ways of contacting your customers, like email, social media, and other electronic modes of communication. Note, however, that electronic methods have been shown to favor data from different demographic groups than phone surveys.[1]
Service Quality Measures. A customer's perception of service quality tends to be positive if the manner in which a service is provided meets or exceeds customer expectations in very specific ways. Knowledge that quality differs by age, race, or other characteristics may be important in its own right. Multiple Measures. Some users of quality measurement choose multiple measures of the specific aspect of health care they wish to assess in order to get a more complete picture of performance.