Using a dual-perspective service measurement system, Dimeno ServGage™ is engaged in gauging key quality influencers,and in helping clients to advance customer service

     The service measurement system of Dimeno ServGage™ essentially comprises two components, that is, SG*PPM™ perceived point model from a customer perspective, and SG*RPM™ reference point model from an enterprise perspective, which measures and evaluates service performance of corporate organization on key quality dimensions from two types of different angle of view.

     SG*PPM™ Model

     Combining qualitative and quantitative research, Dimeno SG*PPM™ model delivers an insight into customer's needs and wants, identifies key quality elements to be transformed into customer benefits, and finally assists clients in constructing high-performance customer service system.

     Also, Dimeno SG*PPM™ model allows to measure periodically customer-perceived performance of enterprise service delivery, to understand status quo and trend of customer satisfaction and loyalty, and to seek optimal points in service improvement.

     SG*RPM™ Model

     Compared with Dimeno SG*PPM™ model which is customer oriented with customer's personal mental perception as measurement standard of service performance, Dimeno SG*RPM™ model essentially takes predefined common enterprise service specification as scoring reference, which is benchmark oriented.

     Dimeno SG*RPM™ model utilizes mysterious customer method to continuously track and evaluate practical performance of enterprise service system based on standardized service specification, helping clients to improve customer service .

     Model Comparison

     Dimeno SG*PPM™ model lays particular stress on identifying, constructing and optimizing superior enterprise service system, and also, Dimeno SG*PPM™ model allows to gauge customer satisfaction through periodical questionnaire survey.

     Comparably, Dimeno SG*RPM™ model gives emphasis to monitoring practical performance of enterprise service system on a continuous basis. On the other hand, Dimeno SG*RPM™ model helps clients to supervise and watch working performance of enterprise employees, providing a third party perspective of job evaluation.

     Model Feasibility & Universality

     In practice, Dimeno SG*PPM™ model and Dimeno SG*RPM™ model can be selectively or integrally utilized to address different business issues because of model feasibility and universality. At present, two service gauging models of Dimeno ServGage™ have been applied to a large spectrum of service-based industries involving retail banking, telecom operating service, retail business, medical service and petroleum distribution service, etc.

     For more information about Dimeno ServGage™, please feel free to contact Miss Emily Huang, research manager, via telephone at +86-755-2587 1331 or via e-mail at sg@dimeno.com.