Internal & External Measures of Service quality INTERNAL Equipment Rental Orgnisation First-time Fix Speed of Response to service

request Number of service calls per product Staff Turnover

Structure & formal monthly managemnet inspection of intangible as well as tangible aspect of service Transport Terminal Operation Equipment Availability Safety Procedure inspection Speed of passenger throughout Puntuality % of outstanding equipment faults Daily product sampling by managers & formal reporting of quality of intangible & tangible aspects of service to senior managers

nal & External Measures of Service quality External

Number of Rental terminations Net gained/lost customer Mystery shopper used to evaluate intangible as well as tangible aspect of service After-sales telephone call used to moniter customer satisfaction & adherence to service service specification

Number of complaints per 1000 passengers Customer feedback from comment cards & correspondence Customer survey of satisfaction with wide range of aspects of service