Research
Customer Perspective
Gap Analysis
Performance Indicator:
Gap Analysis
Strategy for Selection:
We delight a customer when we meet or exceed his/her expectations. If they expect less than perfection, we may be delighting them without knowing it when they evaluate our services as less than perfect.
It is likely that the customers are realistic about some services and very demanding about others. Knowing this allows facilities to invest resources in the areas where expectations are the highest. Once expectations are known, the gap between the levels of service expected and the levels of service delivered can be measured. Negative gaps need to be addressed by improving the service levels and/or influencing expectations by very effective communications about circumstances affecting service levels.
Gap Index Definition:
The Gap Index is the difference between the level of service that the customer expects to receive as versus the level of service that the customer evaluates as received. For example, if a customer evaluates a certain service at a 4 level "more than satisfactory" while they expect service to be delivered at a 3 "satisfactory" level, there is a positive gap. If their expectation is higher at the 5 "excellence" level, there is a negative gap.
Equation:
Service evaluation level ---- Service expectation level
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