Using a _______________ is often a great way to further develop a ______________ between consumer service expectations and actual experience.
A)customer contact audit; gap analysis
B)gap analysis; customer contact audit
C)goods-service continuum; gap analysis
D)customer contact audit; goods-service continuum

Question

Quizplus · Accepted Answer

A customer contact audit helps to evaluate the actual experience of a customer with a product or service, while gap analysis compares the expectations of the customer with the actual experience. Therefore, using a customer contact audit is a better way to further develop the gap analysis between the consumer service expectations and actual experience.

Using a _______________ Is Often a Great Way to Further