Quantifying service quality

Service quality is generally typically using Key Performance Indicators (KPIs), defined in a Service Level Agreement (SLA). Not exactly an approach destined to explore the depth and breadth of the human emotional experience, is it? But if numbers don’t matter to the individual and their experience, how do you quantify service quality? I’ll start with […]

Talking about cyber security

My job frequently involves talking about cyber security, and I’m lucky enough to enjoy it. Unfortunately, I was recently I on the receiving end of some poorly communicated security messaging. It started when I was passed a scanned copy of a letter which alerted the recipient to ‘opportunities for improvement’. I think it would be […]

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