Service Performance Scale
Reliability & validity
Reliability & validity evidence is syncing from Principia.
Sources
- Bettencourt and Brown
Deploy it
The full item bank and survey deployment live in the People Analytics Toolbox (the enterprise survey-item library), with the min-N privacy gate.
What the literature says
The measurement literature behind this signal — sourced, so you can defend it.
“(2011) that focused on restaurants, showed that service training does not lead to higher service levels. Employees with less complex service jobs (e.g. waiting tables) seem to benefit less from training compared to employees with more complicated service jobs. This is probably…”
— Predictive HR Analyticsmatch 49%
“The NPS was based on the question: “How likely is it that you would recommend a company, product or service to a friend or colleague?” This answer was scored based on a 0-10 scale. Promoters (loyal enthusiasts) are those who respond with a score of 9 or 10. Passives are those…”
— People Analytics Text Mining with Rmatch 48%
“The Q-LES-Q is associated in expected ways with measures of symptoms and impairment, and has been shown to detect clinical changes in response to treatment (Rabkin et al., 2000). Quality of Life Index (QLI; Ferrans & Powers, 1985) The QLI is a self-report measure (70 items)…”
— Cognitive-Behavioral Therapy in Groupsmatch 48%
Resources: Predictive HR Analytics · People Analytics Text Mining with R · Cognitive-Behavioral Therapy in Groups