The RATER Model is a tool for evaluating the quality of your company’s services. It is an acronym that stands for Reliability, Assurance, Tangibles, Empathy, and Responsiveness, each of which is a different dimension against which the quality of your service provision is assessed.
What is the RATER Model, and what are best practices, tools and templates for teams and organizations?
Definition of RATER Model
Description of RATER Model
Using a RATER Model is a helpful method for identifying where there are gaps in service provision that must be addressed. A brief overview of some of the key considerations for each dimension is provided below.
Reliability: This measures the extent to which your company can dependably and consistently deliver its services as promised
Assurance: Assurance refers to the skills, competencies, and knowledge of staff to assist customers competently as well as their ability to inspire trust and confidence in customers
Tangibles: Tangibles refer to the physical characteristics of your stores, products, services, and marketing materials, ensuring that they are attractive and high quality
Empathy: Empathy refers to staff’s ability to build positive relationships with customers and demonstrate empathy and understanding of their needs
Responsiveness: Responsiveness refers to your company’s ability to provide prompt service to customers
Conducting a gap analysis across all five dimensions can reveal the current state of the organization, its desired future state, as well as needed action steps to improve performance where necessary.
Tools & Templates
Specific tools used to create RATER Models typically include charts or spreadsheets. Current state, future state, and gaps are listed in columns so that all information can be viewed and understood, from the big picture to the details.
upBOARD's Online RATER Model Tools & Templates
upBOARD’s online RATER Model collaboration tools allow any team or organization to instantly begin working with our web templates and input forms. Our digital platform goes far beyond other software tools by including progress dashboards, data integration from existing documents or other SaaS software, elegant intuitive designs, and full access on any desktop or mobile device.
Learn more about upBOARD’s portfolio of other human resources best practice tools and templates including: 5 S System, Business Process Re-engineering, House of Quality, Huddle Boards, Just in Time (JIT), Kaizen, Kanban Boards, Lean Manufacturing, Outsourcing Decision-Matrix, RATER Model, Six Sigma, Supplier Relationship Management (SRM), Theory of Constraints (TOC), Total Quality Management (TQM), Value Stream Mapping, Zero Defects