When a service is rated high in terms of importance but low in terms of performance,this indicates that:
A) There is an opportunity for reallocating resources
B) Service improvements are required
C) Customers' expectations should be lowered
D) Resources are allocated appropriately

Question

Quizplus · Accepted Answer

When something is rated high in terms of importance but low in terms of performance, it indicates that there is a gap between customer expectations and the service delivery. This means that service improvements are required to meet customer expectations and close the performance gap. Reallocation of resources may or may not be needed, but improving the service is necessary to address the gap. Lowering customer expectations should not be the solution, as it would lead to dissatisfaction and potentially loss of business. Therefore, option B is the best choice.

When a Service Is Rated High in Terms of Importance