A local utilities company has set up an online mechanism to pay bills that provides information to customers online so that the customers do not have to drive down to the local office.This service has improved customer satisfaction immensely and encouraged timely payment and resolution of issues.This strategy helps to reduce the company's:
A)knowledge gap.
B)delivery gap.
C)communication gap.
D)standards gap.
E)zone of tolerance.

Question

Quizplus · Accepted Answer

The online mechanism to pay bills has helped the company to bridge the delivery gap, which is the gap between service delivery and customer expectations. By providing customers with an online mechanism for bill payment, the company has made it easier for customers to pay their bills, and has also provided them with the information they need to resolve any issues they might have. This has helped to improve customer satisfaction, encourage timely payment, and reduce the time and effort required to resolve issues.

A Local Utilities Company Has Set Up an Online Mechanism