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

Question

Quizplus · Accepted Answer

Gap analysis is the assessment of the difference between consumer expectations and the actual experience they had.

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