Which practice uses customer surveys to compare expectations with actual service delivery?

Which practice uses customer surveys to compare expectations with actual service delivery?

• A. Market Analysis
• B. Competitive Analysis
• C. SWOT Analysis
• D. Gap Analysis

Answer: (D)

Gap analysis focuses on identifying the gaps between customer expectations and actual service delivery. By using customer surveys, this approach gathers data on what customers expect and what they actually receive, then compares the two to surface where performance is falling short or exceeding expectations. This makes it a practical tool for targeting improvements to close those gaps and raise service quality. Market analysis examines market size, demand, and trends; competitive analysis compares offerings against competitors; SWOT looks at strengths, weaknesses, opportunities, and threats. The distinctive feature of gap analysis is the explicit comparison of expected versus delivered service based on customer feedback, which is why it is the best answer.

Gap analysis focuses on identifying the gaps between customer expectations and actual service delivery. By using customer surveys, this approach gathers data on what customers expect and what they actually receive, then compares the two to surface where performance is falling short or exceeding expectations. This makes it a practical tool for targeting improvements to close those gaps and raise service quality. Market analysis examines market size, demand, and trends; competitive analysis compares offerings against competitors; SWOT looks at strengths, weaknesses, opportunities, and threats. The distinctive feature of gap analysis is the explicit comparison of expected versus delivered service based on customer feedback, which is why it is the best answer.