Service Design and Delivery Report Card

Use our Service Design and Delivery Report Card to score your company or business unit on the ten elements (the 10 E’s) of service design and delivery. You’ll get your GPA to reveal where you’re winning and what you should do to improve.

Your results are a starting point for identifying where to apply service design principles to improve your business, which service lines or business units have best practices you can propagate internally, and where you have competitive advantages to exploit or gaps to fill.

The first 5 questions relate to the “onstage” experience: What the customer sees.

The second 5 questions relate to the “backstage” experience: What you need to do to make the magic happen.

The combined score from these ten questions, divided by 10, will give you your GPA.