Service Quality Measurement and Standards
Service quality is harder to measure than product quality because much of it is judged subjectively. This course covers defining service standards and measuring performance against them meaningfully.
Course outline
What this programme covers, module by module.
- 01Why service quality resists product style measurement
- 02Defining standards that can be observed
- 03Operational measures and perception measures
- 04Mystery shopping, observation and their limits
- 05Survey based measurement and its biases
- 06Gaming, target fixation and measurement distortion
- 07Turning service data into improvement
What you will gain
- Define service standards that can be observed
- Select measures that reflect customer experience
- Combine operational and perception measures
- Run mystery shopping and observation programmes
- Interpret service measurement without gaming it
- Drive improvement from service data
Who should attend
- Service quality and customer experience staff
- Operations managers in service businesses
- Quality practitioners in service industries
- Branch and outlet managers
Upcoming sessions
| Date | City | Duration | Fees | Book |
|---|---|---|---|---|
| 26 to 28 Oct 2026 | London | 3 Days | US$1,500 | |
| 16 to 18 Nov 2026 | Dubai | 3 Days | US$1,500 | |
| 30 Nov to 2 Dec 2026 | Pretoria | 3 Days | R13,000 | |
| 11 to 13 Jan 2027 | Durban | 3 Days | R13,000 | |
| 1 to 3 Feb 2027 | Cape Town | 3 Days | R13,000 | |
| 5 to 7 Apr 2027 | Johannesburg | 3 Days | R13,000 | |
| 7 to 9 Jun 2027 | London | 3 Days | US$1,500 |
Fees are per delegate and exclude VAT. Public intakes are confirmed once minimum numbers are met. We also deliver this course on your own schedule, in-house or live online.
Enquire about this course
Register your team or ask for a tailored in-house quote. We reply within one working day.
WhatsApp usCourse brochure (PDF)- Fees from
- R13,000 per delegate
- Duration
- 3 Days
- Field
- Quality & Auditing
- Formats
- In-house, public, online
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