In 1989, Corning adopted ServQual, a well-known service quality diagnostic that breaks down service into five dimensions: 1. Reliability, 2. Tangibles, 3. Responsiveness, 4. Assurance, and 5. Empathy. Cross-functional Corrective Action Teams were formed to follow up the results of the modified ServQual survey, clarify the exact nature of dissatisfaction, determine needed corrective action, and…

BPIR Categories

1.1.1 Customer performance/satisfaction measurement
1.1.3 Design customer surveys
1.2.1 Product strengths/weaknesses/opportunities/threats

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