Service Quality and Satisfaction
Identify, propose, and develop solutions for service quality, through the lens of the citizen, while determining service satisfaction through key indicators and metrics.
Type
Functional
Competency Area
Citizen Service
Levels
Understands intent of service quality
Understands the intent of collecting citizen feedback in service quality
Aware of various service quality models (Gap analysis, extended service, etc.)
Defines service quality through citizen’s expectations and satisfaction
Identifies the reasons for service dissatisfaction
Describes the different methods one can use to collect citizen feedback
Lists the five gaps that can cause citizen dissatisfaction and/or poor service quality
Identifies key indicators and metrics for citizen satisfaction using a range of tools and techniques (surveys, net promoter score, etc.)
Develops insights for service satisfaction
Proposes customised feedback mechanisms to collect citizen feedback
Analyses gaps that can cause citizen dissatisfaction and/or poor service quality
Applies a range of tools and techniques (surveys, net promoter score, etc.) to develop insights for citizen satisfaction
Prepares solutions for service dissatisfaction
Prepares customised feedback mechanisms to collect citizen feedback
Determines potential solutions for gaps that can cause citizen dissatisfaction and/or poor service quality
Interprets citizen satisfaction through key indicators and metrics