Lawler Partners Hospitality introduces the proven BOSS Research concept, closing the gaps on service quality and customer satisfaction.

BOSS inspires learning, motivates staff and develops operational key performance indicators

BOSS Research has been developed to meet the growing demand by clubs to measure customer satisfaction and service.  It is generally accepted that customer satisfaction and service is an important factor in determining the success of a club, and that customers' attitudes and perceptions should be assessed.  Hence, there is a strong desire by management to establish and use measures of customers’ attitudes as benchmarks (KPIs) of the organisation's performance.

At the heart of any club’s customer satisfaction measurement process is to know its target customers’ current level of satisfaction and to realise changes in their attitudes.  This information is then used to drive further sales and develop loyalty.

From a strategic management perspective, the measurement of customer service and satisfaction inspires learning, motivates staff and assists in the development of strategies in managing quality customer relations which ultimately lead to improved business performance. 
 

The BOSS programmes

The 3 programmes and their key elements are:

Standard BOSS

Standard BOSS measures the following gaps in gaming, food, bar, communication, entertainment, promotions and functions:

1. Customer Expectations vs Management Perceptions

2. Management Perception vs Client Expectations of Service Quality

3. Service Delivery vs Service Quality Specifications

4. Promised Service vs Serviced Delivery

5. Expected Service vs Perceived Quality

Community BOSS

Community BOSS focuses on the importance of community engagement strategies, measuring community attitudes and perceptions of your club's performance with regards to its community contribution:

1. What are the important issues in the community?

2. What are their expectations of the club?

3. Does the club meet these expectations?

4. How does the club compare to competitors?

5. Is the club community engagement strategies meeting the members' expectations?

Key BOSS

Key BOSS is the 'No Gaps' approach, incorporating both Standard & Community BOSS.

BOSS Research and its 'Gap' concept

BOSS Research is based on the SERVQUAL instrument developed by Parasuraman, Zeithaml and Berry (1990), which is used to measure the quality of service.  This model has been used extensively in Europe and the US over the last decade.

They developed the so-called gaps model of service quality. The most important gap, referred to as Gap 5, is the gap between customer expectations and customer perceptions. This gap is caused by the four other gaps.

These gaps are defined as follows:

Gap 1  Customer Expectations vs Management Perceptions

Gap 2  Management Perception vs Client Expectations of Service Quality

Gap 3   Service Delivery vs Service Quality Specifications

Gap 4   Promised Service vs Serviced Delivery

Gap 5   Expected Service vs Perceived Quality

The questionnaires are based on five quality dimensions:

Tangibles:                  The appearance of physical facilities, equipment, personnel and communication materials.

Reliability:                   The ability to perform the promised service dependably and accurately.

Responsiveness:     The willingness to help customers and provide a prompt service.

Assurance:                The knowledge and courtesy of the employees and their ability to convey trust and confidence.

Empathy:                    The caring, individualised attention the club provides its customers.

For more information call

 Peter McLean on 0425 266 120

contact one of our friendly Lawler Partners Hospitality Team.