REF: KPIs for Quality of Service!

KEY PERFORMANCE INDICATORS
to assess the
QUALITY OF SERVICE:

• the reliability of staff in keeping to the scheduled appointment times with clients;
• the responsiveness of staff to clients' enquiries or requests for assistance;
• the access times to staff upon the request of clients;
• the communication quality between service providers and clients;
• the availability of staff to meet emergency needs of clients;
• the competence of staff in providing training to its clients;
• the security of the data of client base.

Source: P5 suggested answers for past year exams