ASQ and ESQ Questions with Solutions

ASQ and ESQ

The ASQ program consists of two components: - answer1) Expectations of Service
Quality (ESQ)
2) Assessment of Service Quality (ASQ)

How does the ASQ program help us deliver ECS? - answer this program helps us:
-Anticipate client needs
-Co-develop expectations
-Assess performance
-Provide feedback on opportunities and areas for improvement

Describe the ESQ process. - Answer-Owned and administered by the account team
-Mandatory on G360 accounts and recommended on focus core accounts
-Recommended in new relationships, before starting large engagement, when new
partner taking over, and when there are known issues.
-Allows us to know what is important to the client/how we can provide ECS
-Develop vision for success
-Build strong relationship with client

Describe the ASQ process. - Answer-Seek client feedback through interviews and
surveys
-Conducted by someone independent of the client service team
-Determines if we are meeting expectations
-Invaluable face-to-face with clients
-Feedback collated and presented to clients
-Co-develop an action plan moving to address any issues

ASQ process allows us to determine: - answerThe Right:
-Accounts
-Executives
-Time
-Resources
-Questions

How does ASQ enable ECS? - answer-Build and strengthen relationships with clients
-Identify opportunities and provide feedback that can be used in pursuits
-Identify risks to the engagement
-Understand how we can be connected, responsive, insightful
-Obtains client feedback and insights in trends