A customer gap analysis is an analysis that studies the difference between customer expectations and customer experiences. Needless to say, it is crucial for any respectable company or business or organization to reduce the gap between the two parameters as soon as possible. The wider the gap between customer expectations and customer experiences, the greater the discord between what the company promises and what it delivers. The report of the customer gap analysis must be tabulated in an appropriate manner so that the information unearthed is put to good use and maximum benefit can be derived from it.
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