Abstract
To enhance operational sustainability of services, service quality is needed to be monitored. Expected and experienced service can be compared to evaluate service quality. Service performances involves a sequence of events with many details; describing performances can therefore be challenging. Several methods and tools supporting description of service performances have been introduced. However, there has been little attention on which methods or tools are used in practice and what are the challenges. We conducted an online-based survey with fifty-four people working in service design and development in Norway. We found that there is a need for standardised and consistent methods that can illustrate different communication channels in service delivery processes and support description of both the details and whole process in an intuitive manner. Having a standardised software tool and the guideline, which support illustration of service delivery processes, will be a possible way to overcome the challenges.