Service Quality Management & Customer Satisfaction Metrics

1) Course Introduction

This course teaches how to measure, evaluate, and improve service quality using global standards and KPIs.

At the service quality core, Seattle International Institute for Training integrates frameworks such as SERVQUAL, NPS, and customer satisfaction tools.

2) Key Learning Objectives

Participants will learn to:

· Understand service quality dimensions

· Measure customer satisfaction using modern tools

· Implement service KPIs and performance dashboards

· Analyze customer feedback and trends

· Improve service processes and standards

3) Target Audience

· CX and service quality departments

· Government service centers

· Customer service managers

· Operations teams

4) Course Importance & Business Impact

Service measurement ensures consistency, transparency, and continuous improvement.

5) Practical Modules / Key Topics

· SERVQUAL model

· NPS & CSAT systems

· KPI development

· Feedback analysis

· Quality improvement planning