Gap 5 - The Perceived Service-Quality Gap

The final gap is the perceived service that the customer has of their experience in relation to their original expectation of the product or service. Ideally there is no gap here or, if there is a gap, it is in the context that the perceived service level is higher than original expectations.

What gap, if any are your customers experiencing?

Copyright Gary Ryan 2011

Quote from a research participant

You know they don’t really have to do all that much. If they just met my expectations I’d be happy. But they really don’t seem to care. And as soon as I get a chance to go somewhere else I will. And they won’t even know what happened to me. It’s a shame, really. It doesn’t have to be that way.

Gary Ryan
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