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Service Gap Model - Coggle Diagram
Service Gap Model
Knowledge Gap
customers expect
company thinks customers expect
ex: movie
solution
comprehensive market research
evaluate your service quality
reliable
responsive
empathetic to their problems
cause
focus on transactions rather than relationships
Customer Gap
solution
understand cutomers' need and expectation
listen to your customer
Do marketing research
cause
their previous experience
their previous knowledge
customer expect
what they are actually received
Policy Gap
solution
train the employee to achieve the standards
set up the system
keep the same standards
cause
poor service design and standard
Delivery Gap
company is supposed to deliver
the job actually gets delivered
solution
empower the employees to switch the room
be supportive to your employees
reward them
the employee of the month
proper empolyee training
Communication Gap
solution
promise what you can do
fair promise
give them realistic expectation
fair to them & fair to yourself
cause
promised service doesn't match expected service
tendency to view each external communication as independent
eliminate the Gap
shrink the Gap
loyal customer for life
measurement tool for improving service delivery
identify the gaps between customer expectation and services provided at different stages
happier customer