Apply the SERVQUAL model (Parasuraman, Zeithaml, and Berry, 1988) to measure service quality gaps across five dimensions.
SkillScore88Maintained
Automatic
◆Customer Success pack
Last verified 8/28/2026
What it changes
Passed 21 of 24 test cases with the skill, and 18 of 24 without it.
Without skill75%
With skill88%
Checks it passed that the model alone missed
Calculates negative gap score of -1.9 for Empathy
Calculates negative gap score of -2.6 for Reliability
Contains main header starting with ## SERVQUAL Analysis:
and 3 more in the full report
5 fixed16 passed either way1 still failing2 broke
Pass-rate lift
+13 pp
Tokens
+20%
Agent turns
0%
Response time
-11%
Model gemini-3.6-flashMeasured 8/28/2026v121 of 24 cases passed with skill
Tokens, turns and time describe resource use, not a dollar price.
See it in action
One of 5 test cases the skill fixed. Same model, same prompt, with and without the skill.
1 of 5
Prompt
We just collected customer feedback for our retail banking services. Customers expected high promptness (6.5 out of 7) and absolute dependability (6.8 out of 7), but perceived promptness at 4.2/7 and dependability at 5.0/7. Facility modernness was expected at 5.0/7 and perceived at 5.2/7. Staff knowledge was expected at 6.0/7 and perceived at 5.8/7. Personal attention was expected at 5.5/7 and perceived at 4.0/7. Please analyze this dataset using Parasuraman's framework. Format your output with a table showing Expectation, Perception, Gap score, and Priority for each dimension, followed by an Organizational Gap Diagnosis detailing internal root causes, and a list of specific Improvement Recommendations.
What was checked, without and with the skill
Checked
Without skill
With skill
Contains main header starting with ## SERVQUAL Analysis:
Missed
Passed
Identifies Responsiveness as having the largest negative gap score of -2.3
Passed
Passed
Assigns highest priority to addressing the Responsiveness or Empathy service shortfalls
Passed
Passed
case-01 · gemini-3.6-flash · 8/28/2026 · answers are capped and redacted
What's inside
The instructions your model reads when the skill loads.
SKILL.md104 linessingle file
SERVQUAL Model
Overview
SERVQUAL measures service quality as the gap between customer expectations and perceptions across five dimensions: Tangibles, Reliability, Responsiveness, Assurance, and Empathy. The broader Gap Model identifies five organizational gaps that cause service quality failures.
When to Use
Measuring and benchmarking service quality
Identifying which service dimensions need improvement
Diagnosing root causes of customer dissatisfaction
Comparing service quality across branches, competitors, or time periods
When only transaction-level satisfaction is needed (use CSAT/NPS)
Pure self-service digital products with no human interaction component
Assumptions
IRON LAW: Service quality = Perception − Expectation. Both sides MUST
be measured independently. Measuring only satisfaction conflates the
two and hides diagnostic insight.
Key assumptions:
Customers form expectations before the service encounter
Quality is judged comparatively (perception vs expectation)
The five dimensions are universal across service industries
Gaps are additive — multiple small gaps compound into poor overall quality
Methodology
Step 1 — Measure expectations and perceptions
Administer paired 7-point Likert scales for each dimension (22 items total):
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