Sort Service Quality Gaps
Categorize towing customer complaints using SERVQUAL/RATER dimensions.
Sort each customer comment into the RATER service-quality category it signals most directly. Reliability Assurance Tangibles Empathy Responsiveness They said 45 minutes and arrived after 90 with no explanation The truck that arrived could not tow my all-wheel-drive vehicle The driver did not seem confident about where to hook the car No one could clearly explain the storage fees before release The truck looked rough and the receipt was unreadable I was not sure the person who arrived was actually from the company I kept saying I felt unsafe in the lot and dispatch brushed past it I said I…
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