28 Examples of Service Analysis

John Spacey, June 20, 2023

Service analysis is the systematic process of examining a service. This can involve measurement and looking at the processes, culture, environments and experiences that surround a service. Service analysis can also look at external factors such as changes to technology, culture and customer needs that impact the perceived quality and value of a service. The following are common examples of service analysis.

Functions and features	Service capabilities
Value proposition	Service positioning and differentiation
Service performance	Service quality
Service reliability, availability and scalability	Service risks
Errors and service accuracy	Service related incidents and problems
Service related safety, security and cybersecurity	Service support
Service culture	Service experience and customer experience
Customer satisfaction and perceptions of service	Usability analysis
Service processes	Service policies
Service environments	Customer outcomes related to the service
Service management analysis	Gap analysis
Situation analysis such as SWOT analysis	Service metrics, KPIs and reporting
Benchmarking against competitors or best known results	Market research
Service marketing analysis such as pricing analysis	Competitive analysis
Customer needs	Customer expectations
Customer feedback and customer advocacy	Service improvement processes
Service cost analysis	Social and environmental impact analysis
Service planning	Service goals and objectives
Service strategy	Service requirements

Service analysis overlaps with marketing analysis, operations analysis and business analysis.

Deliverables of service analysis can include strategies, goals, objectives, requirements, measurements & KPIs, benchmarking, Gap analysis and other analysis reports.

Next: Service Planning

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