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More RATER Model Examples and Templates

RATER Model

RATER Model

RATER Model Template

RATER Model Template

Weisboard's Six Box Model

Weisboard's Six Box Model

Customer Profile Template for Business Plan

Customer Profile Template for Business Plan

Customer Journey Map Template

Customer Journey Map Template

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Guide and Best Practices

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.

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.

More templates and visual ideas for improving customer service

Action Plan Template

Action Plan Template

SOAR Analysis

SOAR Analysis

B2B Buyer Persona

B2B Buyer Persona

Porter's Five Forces Analysis

Porter's Five Forces Analysis

TOWS Matrix

TOWS Matrix

Business Capability Map

Business Capability Map

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