SERVICE800

In 1989, when companies began to earn more from service than from product sales, it became evident there was a need to effectively measure service quality. A team of managers from Xerox, General Electric and Norwest Bank cooperated to develop a low cost and timely method to build and monitor service quality metrics based on feedback from customers while service experiences were fresh in mind. SERVICE 800 was established to provide measurements for service organizations and companies that provide on-site and technical support services.