Service Levels Audit Questions

Quality of Service: Measure the assurance of the product, business, or

sales person.
Do the person(s) providing the service appear to be knowledgeable?
Are they courteous to customers as well as other sta?
Do they convey a sense of con!dence and trust?
Tangibles: Assess the appearance of physical facilities, e"uipment,
personnel, and communication materials.
#s all e"uipment functioning properly?
#s the appearance of the product or business clean and satisfactory?
#s the appearance of the employee(s) professional?
Are all communications clear and professional?
Reliability: Determine the company$s ability to perform the promised
service dependably and accurately%
Do the employees or company perform the service accurately?
Do the customers feel the company or employee would be able to
dependably continue to perform the service in the future?
Are the company$s products available when needed.
Responsiveness: Determine the representative$s willingness to help
customers and provide prompt service%
&ow willing and able is the employee able to respond to the customer's
needs.
&ow "uickly is service provided?
Assurance: Determine the knowledge and courtesy of employees and their
ability to convey trust and con!dence
Do employees providing the service appear to be knowledgeable?
Do employees convey a sense of con!dence and trust?
Empathy: Assess the caring, individuali(ed attention the !rm provides its
customers.
Are employees courteous to customers as well as other sta?
Did the consumer feel the company or employee cared about the
customers they were working with?
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Did the customer feel they received individuali(ed attention?
Question Score
(0
!0"
#omments
$R%&'#T()(T*
+%AL SETT(,+
). Does the company set goals? *or
e+ample,
Are company goals for the
future set and communicated to
all levels of sta?
Are ob-ectives set by respective
departments in the company?
#s there a company plan set for
the business to stay on track?
T'R,%)ER #'ST%-ER. STA//
.ompare sta levels, turnover
and performance, and
determine whether those areas
have shown improvement.
Assess whether sta levels have
increased and if productivity has
improved accordingly.
Assess .ustomer base
determine whether it has
increased or improved in "uality.
Assess whether the company is
growing with respect to the
competitors in the market place.
$R%&'#T()(T* -EAS'RES
2. Are the outputs (e.g. terms of
reference and !nal deliverable)
from the production activities
measures? *or e+ample,
/utputs0 Man hours?
1evenue0 &ead .ount?
Are 23#$s set for key measures?
2
Service Levels Audit Questions
Question Score (0
!0"
#omments
Quality of Service: Measure the assurance of the product, business,
or sales person.
Do the person(s) providing the
service appear to be
knowledgeable?
Are they courteous to customers as
well as other sta?
Do they convey a sense of
con!dence and trust?
Tangibles: Assess the appearance of physical facilities, e"uipment,
personnel, and communication materials.
#s all e"uipment functioning
properly?
#s the appearance of the product or
business clean and satisfactory?
#s the appearance of the
employee(s) professional?
Are all communications clear and
professional?
Reliability: Determine the company$s ability to perform the promised service
dependably and accurately
Do the employees or
company perform the service
accurately?
Do the customers feel the
3
company or employee would
be able to dependably
continue to perform the
service in the future?
Are the company$s products
available when needed
Responsiveness: Determine the representative$s willingness to help customers
and provide prompt service
&ow willing and able is the
employee to respond to the
customer's needs.
&ow "uickly is service provided?
Assurance: Determine the knowledge and courtesy of employees and their ability
to convey trust and con!dence
Do employees providing the
service appear to be
knowledgeable?
Do employees convey a sense
of con!dence and trust?
Empathy: Assess the caring, individuali(ed attention the !rm provides its
customers.
Are employees courteous to
customers as well as other
sta?
Did the consumer feel the
company or employee cared
about the customers they were
working with?
Did the customer feel they
received individuali(ed
attention?
4
5