The CERM PI customer service quality (CSQ) questionnaire helps measure how well a service is provided or how successful a leisure service management team is in meeting its service objectives. A representative sample of customers are asked to complete a short questionnaire that includes customer's expectations compared with their perceptions of the facility's performance. The questionnaire also includes sections to record customer benefits, demographic and use characteristics, problem resolution as well as customer advocacy and loyalty.
To maximise the retention of existing customes, as well as to attract new ones, it is important to ensure that customer service is monitored and responded to in a timely and appropriate manner. If problems reported to leisure service staff are resolved to the customer's satisfaction then that customer may become a positive advocate for the service. On the other hand, dissatisfied customers can be a powerful negative influence through word of mouth promotion.