Many restaurants now ask consumers to evaluate their experience on a short questionnaire when they pay their bill. This assessment of consumer expectations compared to the actual experience they had is a form of __________.
A)service encounter survey
B)customer profile analysis
C)gap analysis
D)customer contact audit
E)service audit

Question

Quizplus · Accepted Answer

The comparison between consumer expectations and the actual experience they had is a form of gap analysis, which is used to identify areas where the service falls short of consumer expectations. Service encounter survey, customer profile analysis, customer contact audit, and service audit are all related to evaluating customer experience, but do not specifically refer to the comparison between expectations and experience.

Many Restaurants Now Ask Consumers to Evaluate Their Experience on a Short