18 Examples of Service Performance

John Spacey, updated on November 01, 2024

Service performance is how well a service delivers its value. This includes things such as speed, professionalism and helpfulness that can be used to measure the delivery of the service independently of what is being delivered. The following are common elements of service performance.

Response Time	Service Uptime and Availability
Customer Satisfaction	Service Speed
Service Accuracy	Service Consistency
Service Efficiency	Error Rate
Attentiveness	Responsiveness
Helpful Support	Incident Rate
Professionalism	Complaint Handling Effectiveness
Capacity	Due Diligence
Service Delivers to Commitments	Service Delivers Customer Outcomes

What is Service Performance?

Service performance is the real-world customer value generated by a service. For example, a streaming media service may be valuable to the customer if it has good content but this value falls towards zero if the app is unstable and unreliable such that the content can't be viewed enjoyably.

Definition of Service Performance

The actual value delivered to the customer by a service at a point in time.

Services occur at a point in time. For example, the front desk of a hotel could be helpful, speedy and friendly in one shift but slow, unhelpful and hostile in the next. As such, services must be continually monitored for performance.

This is relatively easy for a digital service whereby you can automatically measure the speed and reliability of delivery. In some cases, the performance of a service involves intangible elements such as helpfulness that can only be measured by directly asking customers.

Next read: Service Value

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