Global Star Rating Program

The Global Star Rating Program is a 3-day specialized training designed to equip professionals with the knowledge, tools, and frameworks needed to implement and manage the internationally recognized 7-Star Rating System used in service centers, digital platforms, and government entities.

Global Star Rating Program

Level

Mid Level

Duration

3 Days

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This course provides a comprehensive understanding of the Global Star Rating model, developed to raise service quality, enhance customer experience, and institutionalize excellence in government and private sector services.

WHAT ARE THE BENEFITS

Participants will gain a deep understanding of the standards and evaluation criteria behind the Global Star Rating model. You will learn how to assess service channels, improve service design, and lead initiatives that enhance customer experience across digital and physical touchpoints.
By the end of the course, attendees will be equipped to drive service transformation aligned with global excellence benchmarks, positioning their organization as a leader in customer-centric performance.

EXAMINATION AND CERTIFICATION

Participants who successfully complete the course will receive an official Certificate of Attendance issued by PDCA Learning, recognizing their professional development in mastering the implementation and evaluation of the Global Star Rating framework.

WHO SHOULD ATTEND?

This course is ideal for:

  • – Government service center managers
  • – Customer experience and quality specialists
  • – Digital transformation and e-service professionals
  • – Strategy and performance management teams
  • – Service design consultants
  • – Employees responsible for service improvement and excellence reporting

By the end of this course, participants will be able to:

  • – Understand the components and philosophy of the Global Star Rating model
  • – Evaluate service performance across physical, digital, and call center channels
  • – Align services with customer expectations and global best practices
  • – Develop action plans to improve rating levels
  • – Prepare for formal evaluations and audits
  • – Create a culture of continuous improvement and service excellence

Day 1 – Foundations of the Global Star Rating System

  • – Introduction to the Global Star Rating Program and its vision
  • – History, purpose, and global relevance of the rating model
  • – The service pillars and evaluation criteria explained
  • – Service channels covered: physical centers, digital services, call centers
  • – Key metrics and performance indicators
  • – Self-assessment and gap analysis tools

 

Day 2 – Application and Implementation

  • – Designing services to meet and exceed rating standards
  • – Role of leadership, employees, and customers in achieving higher ratings
  • – Service journey mapping and touchpoint analysis
  • – Benchmarking and competitive analysis
  • – Preparing for evaluation: documentation, data, and evidence
  • – Workshop: Simulating an internal service rating assessment

 

Day 3 – Sustainability and Continuous Improvement

  • – Embedding the rating criteria in daily operations
  • – Building innovation and customer-centricity into service models
  • – Monitoring, reporting, and refining service quality
  • – Engaging teams and stakeholders in improvement initiatives
  • – Case studies from high-rated centers
  • – Final session: Developing a Service Excellence Action Plan
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