Some restaurants ask consumers to evaluate their experience and comment on their expectations compared with the actual visit on a short questionnaire when they pay their bill. This would be a method of performing a
A) service encounter inquiry.
B) customer profile analysis.
C) gap analysis.
D) customer contact audit.
E) service audit.

Question

Quizplus · Accepted Answer

Gap analysis involves comparing customers' expectations with their actual experiences to identify discrepancies and areas for improvement.

Some Restaurants Ask Consumers to Evaluate Their Experience and Comment