CERM PI’s Customer Service Quality survey measures customers’ expectations alongside their perceptions of a facility or service’s actual performance across a comprehensive range of dimensions, including staff responsiveness, facility cleanliness, and value for money. By capturing both expectations and experiences, the methodology provides a far more robust and diagnostic assessment of service quality than single-item measures such as Net Promoter Score (NPS), enabling clients to understand not just overall sentiment, but the specific drivers underpinning performance.
In addition to these core measures, the survey captures overall satisfaction, loyalty, and perceived customer benefits, providing a well-rounded view of the customer experience. A largely standardised survey framework is applied across different facility types, allowing for the development of meaningful benchmarking comparisons. At the same time, we retain the flexibility to tailor surveys to meet the specific needs of our client partners.
Findings are presented in a detailed report, delivering clear, evidence-based insights that support informed decision-making and targeted performance improvement.
