Service quality
Service quality concerns how well a service meets relevant customer or stakeholder requirements. Measures can include reliability, responsiveness, access, first-time resolution and customer feedback, but perceived quality and technical outcomes can differ. Define the service promise, population and collection method, and consider case complexity and non-response bias. Cost and speed should be balanced against safety, accuracy and sustainable delivery.
Worked example
A support centre measures prompt response alongside whether the issue is actually resolved without a repeat call, rather than celebrating short calls alone.
Common mistake
A high satisfaction score from a small self-selected group does not necessarily represent all customers or prove good technical outcomes.
Where it appears in your exams
| Qualification | Exam | Relationship | Period |
|---|---|---|---|
| ACCA | APM | Direct | September 2026–June 2027 |
| ACCA | MA | Direct | September 2026–June 2027 |
| ACCA | PM | Direct | September 2026–June 2027 |
| ACCA | SBL | Supporting | September 2026–June 2027 |
| FIA | FMA | Direct | September 2026–June 2027 |