It is increasingly important to approach service quality in a holistic way: it is not enough to assess the satisfaction of our clients or the quality of the service in isolation, it is also vital to “listen” to our employees.
3MC is a comprehensive service quality assessment model, since it analyses all the parameters that lead to an increase in value.
More specifically, it allows:
- Identifying client expectations
- Highlighting the critical service factors
- Identifying the priority investment areas
- Assessing employee involvement
- Increasing employees’ degree of commitment to the organisation
- Improving service provision levels
- Improving brand image
ASSESSES THE COMPANY AS A WHOLE, ENABLING COMPANY-WIDE PERFORMANCE IMPROVEMENTS, RESULTING IN INCREASED SATISFACTION