The type of analysis that compares the differences between consumers' expectations about a service and their experience with it is referred to as
A) customer relationship management.
B) service encounter differential.
C) gap analysis.
D) a customer contact audit.
E) a service audit.

Question

Quizplus · Accepted Answer

Gap analysis is used to identify the differences between customers' expectations and their actual experiences with a service.

The Type of Analysis That Compares the Differences Between Consumers