Burger King is attempting to measure the difference between their customers' expectations and experiences by using a 24-hour hot line to receive 4,000 customer calls a day. What is this type of activity called?
A)feedback analysis
B)gap analysis
C)promotional evaluation
D)pull strategy

Question

Quizplus · Accepted Answer

This type of activity is called gap analysis, which measures the gap between customers' expectations and experiences. Burger King is using a 24-hour hotline to receive 4,000 customer calls a day to gather feedback and identify areas where they may be falling short in meeting customer expectations.

Burger King Is Attempting to Measure the Difference Between Their