QuickRef: RATER Service Quality
Use RATER to diagnose the type of service gap a customer is experiencing.
RATER What are the five RATER service dimensions? Acronym card Wrong promo price: reliability or responsiveness? Recover quickly, but repair the reliability gap. Compare the gap A customer says: This coffee area is disgusting. The customer points at sticky counters and overflowing stir sticks. Treat it as a rude tone problem. Your line You are right to call that out. I am closing this side for two minutes, cleaning it now, and I will restock the stir sticks before reopening it. It addresses Tangibles and Responsiveness while showing Empathy. Service recovery Which RATER dimension is most tied to age-check confidence?…
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