Due to easier access to information and increasing market competitiveness! entrepreneurs have realized the need to change the way they market their products and services! since the goal is now not just to sell! but to build customer loyalty. Given this reality! the GAP methodology emerged – a method that allows analyzing the level of consumer satisfaction through 5 quality gaps.
Want to know what they are! how they affect the customer experience and! most importantly! how to avoid them? Then read this article!
What are quality gaps?
But what are gaps? Basically! it is an English word that means gap. In this case! it is used to identify a difference (or a failure) between the consumer’s expectations and the company’s perception of these expectations. In other words! this method allows the manager to perform an analysis comparing the expectations that the customer had before purchasing the product and/or service with their actual experience.
Therefore! the difference found between before and architect data after is considered a gap. Given that the objective is to achieve the satisfaction of the target audience! it is extremely important that the manager performs this analysis so that it is possible to deliver a quality service to the customer and! thus! ensure their loyalty. Therefore! 5 quality gaps can be identified that must be observed by the manager.
What are the main existing quality gaps?
Now that you know what quality gaps are! it’s digital advertising with google adwords time to find out what they are. Check them out below!
Gap 1: failure of management to perceive consumer expectations
Misinterpreting customer what are they mobile lead and how expectations is a very common mistake in organizations. This happens when the manager fails to correctly analyze what their audience needs and expects from the company.