SERVQUAL surveys should be delivered in three forms to measure the clients zone of tolerance.

For example, the sample survey below should be provided to clients three times once to measure what their desired level of service is; once to measure the minimum level of service they consider to be adequate and once to evaluate at what level they believe the practice is currently operating. This method reduces the bias inherent in survey technique. It is important to note that the survey below is a sample. Clinics should customize the survey to fit their practice and their client base.

Sample SERVQUAL Survey

LOW 1 The practices ability to accurately diagnose my horses problem using the most advanced technologies 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 1 2 2 2 2 2 2 2 2 2 2 2 2 2 2 2 2 2 2 2 2 2 2 2 2 2 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 3 4 4 4 4 4 4 4 4 4 4 4 4 4 4 4 4 4 4 4 4 4 4 4 4 4 5 5 5 5 5 5 5 5 5 5 5 5 5 5 5 5 5 5 5 5 5 5 5 5 5 6 6 6 6 6 6 6 6 6 6 6 6 6 6 6 6 6 6 6 6 6 6 6 6 6 7 7 7 7 7 7 7 7 7 7 7 7 7 7 7 7 7 7 7 7 7 7 7 7 7 HIGH 8 8 8 8 8 8 8 8 8 8 8 8 8 8 8 8 8 8 8 8 8 8 8 8 8 9 9 9 9 9 9 9 9 9 9 9 9 9 9 9 9 9 9 9 9 9 9 9 9 9 2 The practices ability to provide me with an accurate prognosis for my horse, based on recommended treatment options 3 The practices ability to effectively treat my horses problem using the most current therapeutic options 4 The practice gives my horse the best chance for a successful measurable outcome 5 The practice provides services that make my horse more comfortable to perform its job 6 The practices ability to meet my horses dentistry needs 7 The practice returns routine phone calls within 24 hours 8 The practice can see my horse for a routine or non-emergency appointment within 48 hours 9 The practice arrives within 15 minutes of scheduled appointment time, or I am otherwise informed 10 The practice returns my emergency phone call within 15 minutes 11 The practice can arrive at an emergency call within 45 minutes 12 The practice uses electronic communication and responds to my questions within 24 hours 13 The practice does not surprise me with the amount of the bill 14 The doctors clearly explain the diagnosis, treatment options and associated prognoses to me 15 The doctors spend an appropriate amount of time with me and my horse during an appointment 16 The practice is able to easily access medical records 17 The practice provides client education, resources and useful and timely information 18 The practice values me as client 19 The practice knows me and my horse(s) and understands their job and work level 20 The practice is interested in helping me and my horse(s) 21 The practice makes communication convenient for me 22 The practice has modern equipment 23 The practice vehicles are professional, clean and neat 24 The veterinarians and staff look professional 25 The practice provides facilities for haul-in appointments

TANGIBLES

EMPATHY

ASSURANCE

RESPONSIVENESS

RELIABILITY