What are the key differences between the RATER model and the SERVQUAL model for customer service? (2024)

I agree there is more room for improvement with a larger customer sample size. Having a larger group will hopefully weed out any unhelpful customer feedback (ie. Personal bias, rushed responses, untruthful information, etc.). This type of model can also be applied internally during employee surveys to improve their overall work satisfaction. For both scenarios, customer and employee feedback, time will always be of the essence. Quick and concise questions that can be easily understood is the way to go!

The RATER model stems from Parasuraman et al 1988 Service Quality research that was later revised (Parasuraman et al. 1991b), resulting in the 5 Dimensions of Service Quality known RATER and form the foundation of the SERVQUAL model.

As a web3 tech founder, the RATER model guides us in building and maintaining our blockchain-based platform. For instance, when we notice users struggling to navigate our platform (a gap in Tangibles), we enhance our documentation and/or our user interface to provide better guidance. If we observe delays in addressing user queries (a lapse in Responsiveness), we improve our support systems. By regularly applying RATER, we ensure a user-centric approach, fostering trust and satisfaction within our community.

If you want to know how you are doing with your customers go to their office and ask how are we doing. They will tell you and their body expression will tell you as well. When you ask how are we doing be prepared for the response. Good, bad or mediocre. Have a response for your customers. Even if it’s just let me take this back to the office and I’ll let you know how we are going to improve on this. You were then asking them to give you a chance to make it right. You ate also showing you care.

The best way for a company to understand its customer is to get out of the office and see, don’t join in on what a minority of customers want. Bring basics back to your models.

While the RATER model offers a quick and simple way to measure service quality, it falls short when it comes to capturing customer expectations and reasons behind service gaps. Enter the SERVQUAL model, the heavyweight champion of thoroughness. It demands more time and resources, but in return, it delivers a comprehensive understanding of service quality, leaving no gap unturned. So, if you're looking for a speedy assessment with the RATER or a deep dive into the intricacies of customer perception with SERVQUAL, choose wisely, my fellow thought leaders. Remember, service excellence is a journey, but with the right measurement model, you'll navigate it like a true customer service maverick.

RATER Are the Service Quality Dimensions uncovered by Parasuraman et al. 1991b Service Quality research. SERVQUAL Measures variances between customer expectations and perceptions of service received resulting in a 'Performance Gap' and dissatisfaction. There are 5 gaps in total with GAPs1-4 contributing to GAP5 and SERVQUAL only measures GAP5. Reducing GAPs1-4 ultimately reduce GAP5 and these are summarised below:INTERNAL TO COMPANYGap 1: Consumer expectation - management perception gapGap 2: Management perception - service quality specification gapGap 3: Service quality specifications – service delivery gapGap 4: Service delivery – external communications gapEXTERNAL TO COMPANYGap 5: Expected Service – perceived service gap

In my role as a web3 tech founder, we use the RATER model for daily feedback through surveys, ensuring continual service quality monitoring. It helps us swiftly identify and address areas of concern. The SERVQUAL model is applied periodically, during major updates or releases, through detailed surveys or focus groups. It provides in-depth insights into users' expectations and the sources of service gaps.The combination of both models offers us a comprehensive, balanced view of our service quality, leading to more effective customer satisfaction and trust.

Both these methods of measuring customer satisfaction can be used and may or may not be helpful...the bottom line is when a customer is truly happy with your service, they will tell you...and when they are not they will tell others...