A service gap is the difference between what customers expect from a company or product and the actual service they receive. There are several types of service gaps that can occur, including:

• Knowledge Gap: This is the difference between customer needs and expectations and managements perception of those needs.

• Standards Gap: This is the difference between managements definition of customer needs and the translation of those needs into design and delivery specifications.

• Delivery Gap: This is the difference between design or delivery specifications and the execution of those specifications.

• Communication Gap: This is the difference between the execution of design or delivery specifications and what is communicated to the customer.

• Customer Gap: This is the difference between the customers expectations of the service or experience and their perception of the experience.

A service gap analysis is an effective methodology used to evaluate and improve customer satisfaction levels. It allows companies to determine which part of their business strategy causes customer dissatisfaction and what needs to be changed or improved. By analyzing different service gaps, companies can focus on specific problems that lead to a mismatch between what consumers expect and what they perceive is being delivered.

To close the service gap and meet customer expectations, companies can take several steps, including:

• Conducting a service gap analysis to identify weak spots in their work process.

• Using features such as welcome screen builders, product usage tracking, and NPS survey builders to detect and close the customer gap.

• Focusing on improving communication with customers to ensure that their expectations are being met.

• Providing in-app guidance to customers to improve the delivery of the service.

• Ensuring that frontline service workers are executing service standards and policies as intended.

By taking these steps, companies can work to close the service gap and improve customer satisfaction levels.