To better understand what its clients valued or wanted in their interactions with its research services the University of South Australia (UNISA) administered a tailored service specific version of SERVQUAL questionnaire to identify required service attributes and then developed processes, policy and procedures that: 1. Aligned client expectation and UniSA's perception of that expectation. 2. Fulfilled clients' requirements by developing project management processes. 3. Obtained client feedback ...

BPIR Categories

1.1.1 Customer performance/satisfaction measurement
1.1.7 Review customer listening & learning methods

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