So the question remains: “How do you measure service quality?” During customer surveys the customer is asked about their experience when they did business with you.

They also are asked, “On a scale of 1 to 10, how likely they are to recommend your product or service. Where 1 is not at all and 10 is highly likely. You would possibly know this as NPS (Net Promoter Score). This number weighted by the comments is a measure of your service quality. For you to succeed, you want as much of the marketplace as possible to be advocates for your product or service.

You can do this by improving the experience at every customer touch point. By subscribing to Egnatium ExperienceTM you are taking responsibility of the relationship with your marketplace. Let Egnatium help you take your business on to greater levels of success.