The recently published book “Value Moments”™ by Robert Keay explains in detail the process and benefits of having a fast feedback service quality measurement system in place which enables the organisation to maintain its Policies and Processes in tune with its customers’ current expectations on a day by day basis and thereby achieve a higher level of satisfaction and enjoy the commercial benefits that ensue from sustained customer loyalty. The customer being the only source of revenue for any organisation.

This post reports on a sample of Value Moments™ experienced recently and leave the reader to consider the degree to which the information could be useful or not in the development or reinforcement of their service quality policy.

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