Burger King is attempting to measure the difference between their customers' expectations and experiences by using a 24-hour hot line to receive 4,000 customer calls a day.What is this type of activity called?
A)gap analysis
B)feedback analysis
C)promotional evaluation
D)pull strategy

Question

Quizplus · Accepted Answer

This activity is called gap analysis. Gap analysis aims to measure the differences between customers' expectations and actual experiences, allowing the company to identify areas of improvement and take necessary actions to reduce the gap. By using a 24-hour hotline, Burger King is collecting feedback from its customers on their experiences, which can be analyzed to identify any gaps between their expectations and actual experiences.

Burger King Is Attempting to Measure the Difference Between Their