Service Experience Observation Sheet

Ever had a service experience that was quite memorable for you? What was it about that experience that made it memorable?

This sheet helps participants reflect on a recent service experience at a shop, location, or service point and identify the qualities that made this experience memorable. Observations are focused on the following:

• Wayfinding

• Ambiance

• Layout, Flow, and Traffic

• Signage and Labels

• Guests and Visitors

• Transactions and Service Delivery

• Accessibility Options

• Quality and Satisfaction

This tool is perfect for teams that are looking to build their service principles and philosophies by taking learnings from both good and bad service experiences.

An example is also provided on the board to serve as a guide on how to fill out the sheet. You can also see a content library that contains example answers to the components in the sheet.

After participants have filled out their sheets, a group discussion is encouraged to synthesize key learnings and align on the principles that make up great service experiences.