Quality of Service: Measure the assurance of the product, business, or
sales person. Do the person(s) providing the service appear to be knowledgeable? Are they courteous to customers as well as other sta? Do they convey a sense of con!dence and trust? Tangibles: Assess the appearance of physical facilities, e"uipment, personnel, and communication materials. #s all e"uipment functioning properly? #s the appearance of the product or business clean and satisfactory? #s the appearance of the employee(s) professional? Are all communications clear and professional? Reliability: Determine the company$s ability to perform the promised service dependably and accurately% Do the employees or company perform the service accurately? Do the customers feel the company or employee would be able to dependably continue to perform the service in the future? Are the company$s products available when needed. Responsiveness: Determine the representative$s willingness to help customers and provide prompt service% &ow willing and able is the employee able to respond to the customer's needs. &ow "uickly is service provided? Assurance: Determine the knowledge and courtesy of employees and their ability to convey trust and con!dence Do employees providing the service appear to be knowledgeable? Do employees convey a sense of con!dence and trust? Empathy: Assess the caring, individuali(ed attention the !rm provides its customers. Are employees courteous to customers as well as other sta? Did the consumer feel the company or employee cared about the customers they were working with? 1 Did the customer feel they received individuali(ed attention? Question Score (0 !0" #omments $R%&'#T()(T* +%AL SETT(,+ ). Does the company set goals? *or e+ample, Are company goals for the future set and communicated to all levels of sta? Are ob-ectives set by respective departments in the company? #s there a company plan set for the business to stay on track? T'R,%)ER #'ST%-ER. STA// .ompare sta levels, turnover and performance, and determine whether those areas have shown improvement. Assess whether sta levels have increased and if productivity has improved accordingly. Assess .ustomer base determine whether it has increased or improved in "uality. Assess whether the company is growing with respect to the competitors in the market place. $R%&'#T()(T* -EAS'RES 2. Are the outputs (e.g. terms of reference and !nal deliverable) from the production activities measures? *or e+ample, /utputs0 Man hours? 1evenue0 &ead .ount? Are 23#$s set for key measures? 2 Service Levels Audit Questions Question Score (0 !0" #omments Quality of Service: Measure the assurance of the product, business, or sales person. Do the person(s) providing the service appear to be knowledgeable? Are they courteous to customers as well as other sta? Do they convey a sense of con!dence and trust? Tangibles: Assess the appearance of physical facilities, e"uipment, personnel, and communication materials. #s all e"uipment functioning properly? #s the appearance of the product or business clean and satisfactory? #s the appearance of the employee(s) professional? Are all communications clear and professional? Reliability: Determine the company$s ability to perform the promised service dependably and accurately Do the employees or company perform the service accurately? Do the customers feel the 3 company or employee would be able to dependably continue to perform the service in the future? Are the company$s products available when needed Responsiveness: Determine the representative$s willingness to help customers and provide prompt service &ow willing and able is the employee to respond to the customer's needs. &ow "uickly is service provided? Assurance: Determine the knowledge and courtesy of employees and their ability to convey trust and con!dence Do employees providing the service appear to be knowledgeable? Do employees convey a sense of con!dence and trust? Empathy: Assess the caring, individuali(ed attention the !rm provides its customers. Are employees courteous to customers as well as other sta? Did the consumer feel the company or employee cared about the customers they were working with? Did the customer feel they received individuali(ed attention? 4 5