7. Service validation

We therefore need to reduce the cost of all the layers of blueprinting, while maximizing the perceived quality of the service above the line of sight. Sophisticated methods exist for assessing the cost of elementary services in terms of their contribution to the values or perceived quality of the service for the customer. Measuring customer satisfaction is very important for improving and optimizing service (increasing redemption rates, average revenue per customer, etc.), and the means are well known (satisfaction surveys, consumption/purchase statistics, comparative analysis of customer benefits, quality control processes, complaints management, competitor analysis, etc.).

Finally, improving service means improving the visible part and the organizational infrastructure part.

The improvement of the visible part consists of :