The name "servimétrica"
The name (brand maybe?) “servimétrica” comes from two words:
- Servi: from “Service”
- Métrica: from “Metrics” or “to measure”
The main idea is, you cannot improve service if you cannot measure it first.
To measure quality in a product is straightforward: you compare it against a set of standards.
In services, because they are intangibles the “standard” varies with each person. What may be “great” service for one customer could be “bad” service from another customer’s point of view.
That’s why improving service quality make such a exciting topic (ok… for me at least).