The Servqual Diagnostic at RPS

Best Practice / Knowledge and Intangibles

The Servqual Diagnostic at RPS
Barry Martin, Member, Business Consultant, United Kingdom

Using Servqual to help organisations understand how they grow their business in hard times.

Our Business, Retail Performance Specialists, specialise in helping Retailers and Brands that sell into retail to achieve better penetration and conversion, plus more.

It is all about moving the numbers,

When working with retail organisations our experience is that they have a view about how good service is, but that this is an internal view and is often an extension of the view of the Chief Executive and not a customer view.

At RPS we always start with a diagnostic using the Servqual model and we have devised questions around the 5 key deliverables.

We always take a 10% - 20% sample of the retail estate and report our findings clearly demonstrating the GAP between " Ideal state" and current performance.

Once we understand the difference between the best and the worst we create a "Best in Class" model and roll out a programme to raise the worst to Non Negotiable Standard, the NNS to Best in Class and the Best in Class to break new ground.

It works and our clients always move the numbers - Footfall - Conversion - ATV - Ave Basket - Repeat visits.

Barry Martin

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