RATER Model
Evaluate and Enhance Customer Service
Visual tools to identify customer service quality gaps. Evaluate the status of your current customer service standards against 5 factors of customer expectations: reliability, assurance, tangibles, empathy, and responsiveness.
- Professional frameworks to analyze customer service standards
- Real-time collaboration with all stakeholders
- Share and retrieve feedback from external and internal stakeholders
- Professional frameworks to analyze customer service standards
- Real-time collaboration with all stakeholders
- Share and retrieve feedback from external and internal stakeholders
Analyze The 5 Dimensions of Service Quality
Integrate information from multiple sources to better understand customer service gaps.
Multiple pre-made templates to conduct instant brainstorming sessions; visualize customer profiles, journey maps, affinity maps, fishbone diagrams, SWOT, and more to identify areas of improvement.
Easy, shareable visual canvas to bring everyone together to conduct a multi-dimensional analysis of the quality of service offered.
Collaboration Across Multiple Stakeholders
Video conferencing baked into the platform to feel like you are in the same room.
Real-time cursors for any number of participants. Collaborate with teams and clients on a shared canvas.
Use @mention comments to direct people to get things done or clarify things and comment threads to have discussions and follow-ups on the same canvas.
Embed workspaces securely in your apps or intranet for presentations to present at meetings.
Analyze Service Quality Concerns Effectively
Bring data from any source to visualize on the canvas - bring in customer surveys, feedback forms and other data points to fully evaluate the quality of service.
Create custom databases with multiple types of data sets to give meaning to data.
Simple to use drag and drop tools to quickly visualize workflows.and establish processes to improve service quality.
Bridge Customer Service Gaps
Built-in tools to quickly organize content and create interactive presentations for clients and stakeholders.
Prioritization grids to visually rank brainstormed ideas for effort and impact, and plan and assign tasks.
Status flags on workspaces to identify versioned documents or reference points.
Generate multi-perspectives of your ideas with model objects; convert lists to mind maps to Kanban boards to workflows.
What Is The RATER Model?
Created by Valarie Zeithaml, A. Parasuraman, and Leonard Berry, the RATER model helps businesses measure customer expectations in terms of customer service. It is a more refined version of the SERVQUAL model used for measuring service quality. While the SERVQUAL model uses 10 dimensions to measure the quality of service, the RATER model only uses 5.
How to Apply the RATER Model with Creately?
- Gather the five dimensions of the RATER Model.
- Reliability: this factor refers to the reliability of your service. How consistent are you in delivering the services you have promised? Does the customer trust you to and depend on you to provide the expected service or product accurately, in a timely manner?
- Assurance: this element looks into the skill and ability of your employees. How effective are your employees in communicating their knowledge to the customers? Do the customers trust them to help them out? And can you trust your team to do a great job?
- Tangibles: this dimension examines the physical aspect or customer touchpoints of your business such as your website, the office setup, communication materials, etc. Are they well-organized and professional and do they align with your brand?
- Empathy: here you will take a closer look at the relationship between your employees and the customer. How effective are your employees in responding to customers and developing a long-term relationship with your customers? How effective are they in empathizing with the customer and giving them attention?
- Responsiveness: here you will examine how efficient your business is in delivering a quick service to your customers. Can you deliver a quality service to your customer in a timely manner? What delays are there and why?
- By examining each of these elements, you can identify the gaps between what you are offering and what your customers are expecting. Using this insight, you can come up with an action plan to minimize these gaps.