Understanding Our Service Quality Gaps

Service Quality GapsAlthough we have a long standing reputation for high levels of student satisfaction we try not to become complacent about our service delivery. Over the years we have used the ‘Service Quality Model’ developed by Parasuraman et al (1988) to help us explore and discuss any potential shortfall of performance. Continue reading


Student-Centred Dimensions of Service Quality

Service Quality

As an information service we are always looking at ways we can understand and improve the quality of service we provide to students and their supporters. One of the ways we do this is use the SERVQUAL quality measure (Parasurman et al).

The original SERVQUAL research showed the five dimensions’ relative importance to each other by asking customers to assign 100 points across all five dimensions. Continue reading

Student-Centred Customer Service Standards

For some years in we have been using a statement of service performance standards to reflect on our  individual and collective performance in serving students and their supporters. Developed from a model used by John Lewis, we have identified twelve criteria against which we measure the following performance levels:

  • Developing towards the standard
  • Meeting the Standard
  • Exceeding the standard

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Enquiry Handling Decision Making Model

Enquiry Decision

When managing a service that deals with hundreds of thousands of general enquiries and requests a year, in a large company,  it helps that you have a simple way of deciding how you should respond to enquiries.

I have developed the following model to be used as a tool and for discussion in the team.

In deciding whether we need to respond directly to a particular enquiry we need to consider two things: Continue reading

Enquiry Handling Management in SSiD

Enquiry handling options

The Student Enquiries team in SSiD (Student Service Information Desk) handles hundreds of thousands of general student related enquiries a year – many on behalf of colleagues elsewhere in the University. When we are unable to fully answer an enquiry we refer or signpost to other information sources, self-help resources and specialist services. We are committed to make sure that if we do direct a student someone else it is the right place.

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