RATER Model Best Practices
A 2×2 Matrix is a tool that can be used to think about the relationships between two different variables. In business strategy, two variables are typically selected that intersect that allow for an understanding of four unique dimensions related to each quadrant of the related 2×2 Matrix.
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.
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. Get started with our RATER Model template.
How to use it:
- Make a list of your customers.
- Score each product, service, or business that your company provides by each RATER dimension.
- Create an action plan based on the scores of your RATER model.
Praxie’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.
