Step 10: Service quality checklist

1. Vision

• Do you have a vision for your business?
• Have you written a vision statement for your business?

2. Strategy

• Is service quality incorporated in your business plan?
• Have you held a strategy workshop with key employees?

3. Customers' needs

• Have you researched your customers' needs?
• Have you analysed what your competitors are doing?

4. Suitable staff

• Do you have the right people delivering service quality for your business?
• Do you have managers that lead by example and value customer service details?

5. Systems and standards

• Have you implemented systems to streamline your business?
• Have you set service quality standards that your staff should aspire to?

6. Measure and manage

• Have you measured the success of your service quality by using customer and market research?
• Have you run a competition that encourages customers to give you feedback?

7. Recognise and reward

• Have you recognised and rewarded staff who have achieved service quality excellence?
• Have you rewarded customers who have provided valuable feedback?

9. Review and revise

• Have you made changes to your service quality based on customer feedback?
• Have you set a date to review and revise your service quality?