How do customers judge service quality? This quiz explores the five SERVQUAL dimensions that still guide CX benchmarks in 2025.
Which of the following is NOT part of the five SERVQUAL RATER dimensions?
Reliability
Assurance
Convenience
Empathy
A 2025 CX study finds that customers judge AI chat agents mainly on speed of resolution. Which SERVQUAL dimension does this reflect?
Tangibles
Responsiveness
Empathy
Assurance
In SERVQUAL, the ‘Tangibles’ dimension is primarily concerned with:
Employee courtesy
Problem‑solving speed
Pricing transparency
Physical facilities and equipment
A March 2025 e‑commerce delivery paper reported that __________ most strongly predicted customer trust.
Reliability
Empathy
Tangibles
Assurance
The ‘Empathy’ dimension gauges a firm’s ability to:
Provide accurate service
Offer tangible evidence of quality
Deliver personalised care and attention
Maintain consistent brand imagery
If a SERVQUAL gap score is positive (Perception > Expectation), the service quality is considered:
Exceptional
Poor
Average
Unmeasurable
Originally, SERVQUAL listed how many dimensions before being refined to the current five?
Five
Seven
Eight
Ten
Which dimension is most directly linked to staff knowledge and their ability to inspire confidence?
Tangibles
Assurance
Empathy
Responsiveness
According to Forrester’s 2025 CX Index, lapses in which SERVQUAL dimension most often trigger service‑related churn?
Reliability
Tangibles
Empathy
Assurance
Which SERVQUAL dimension would upgrading a mobile app’s user interface primarily improve?
Tangibles
Responsiveness
Empathy
Reliability
Starter
You’ve skimmed the service‑quality basics—dig into RATER to close the gaps.
Solid
Great effort! Polish the finer points of each dimension to wow customers.
Expert!
RATER rockstar! Your service‑quality instincts rival top CX consultants.
