SlideShare a Scribd company logo
1 of 12
How to Conduct a Service Gap
Analysis for Your Business
help-desk-migration.com Help Desk Migration
A service gap analysis is an
effective methodology used to
evaluate and improve customer
satisfaction levels.
It identifies which part of your
business strategy is causing
customer dissatisfaction and what
you need to change or improve.
WHAT IS A SERVICE GAP
ANALYSIS?
What is a service gap
analysis?
It rests upon two concepts:
Customer expectations: the
subjective beliefs about a product
or service before accessing it.
Customer perception: the
subjective opinion about your
brand after experience with
company, its services, and
communication with your staff.
WHAT IS A SERVICE GAP
ANALYSIS?
How does service gap
analysis work?
Help Desk Migration
Help Desk Migration
#1 The Knowledge Gap
A mismatch between customer
expectations and how the
company perceives them.
Why it happens:
• A lack of proper market research
• Insufficient communication with clients
• Knowledge silo between the
management and the agents
Solution:
Regular and thorough market research
and the fostering of open communication
channels. Facilitate knowledge-sharing
initiatives and training programs.
The Four Gaps in Customer Service
Help Desk Migration
#2 The Policy Gap
Despite understanding customer
needs, there’s a failure to
implement them effectively.
Why it happens:
• Poor customer service
• Lack of regular quality checks
• Delayed updates to SLAs
Solution:
Establish customer-centric policies and
implement regular quality assurance.
The Four Gaps in Customer Service
Help Desk Migration
#3 The Delivery Gap
The differences between the service
and actual execution.
Why it happens:
Because of inadequate training,
companies lack skills and knowledge
among staff leads to inconsistencies.
Solution:
Provide comprehensive onboarding and
training programs and implement
performance management systems.
The Four Gaps in Customer Service
The Four Gaps in Customer Service
Help Desk Migration
#4 The Communication Gap
The company’s service
portrayal doesn’t match the actual
delivery.
Why it happens:
The inadequate analysis of capabilities
causes overpromising due to a lack of
internal evaluation.
Solution:
Ensure alignment between marketing and
capabilities and transparent communication
channels.
Tech Company: Fails to conduct regular market
research resulting in outdated products that don’t meet
consumer expectations.
The Knowledge Gap Example
eCommerce Platform: Acknowledges swift deliveries
but lacks effective logistics policies, leading to persistent
delays.
The Policy Gap Example
Examples of gap
models of service
quality
Examples of gap
models of service
quality
Restaurant: Boasts exceptional customer service, yet
inadequately trains staff, resulting in unsatisfactory dining
experiences.
The Delivery Gap Example
Telecommunications Provider: Advertises seamless connectivity
but fails to address network issues promptly, causing disruptions.
The Communication Gap Example
Fashion Retailer: Sends generic marketing emails without
considering individual preferences, leaving customers feeling
overlooked.
The Personalization Gap Example
Factors Contributing
to the Customer Gap
LACK OF
PERSONALIZATION
When companies fail
to communicate their
offerings clearly can
lead to inaccurate
customer
expectations.
Fluctuations in service
quality across
interactions lead to
customer dissatisfaction
and widen the service
gap.
When companies
make promises
about their products
or services and
widen the service
gap.
When companies overlook
individual preferences and
provide generic services
contributes to a significant
gap between customer
expectations and actual
experiences.
UNMET PROMISES
INCONSISTENT SERVICE
QUALITY
UNCLEAR
COMMUNICATION
01 02 03 04
help-desk-migration.com Help Desk Migration
Clear End-Goals
Research Each Part
of CS
Define objectives clearly
to ensure the analysis
stays focused and aligns
with desired outcomes.
Determine CX
Conduct an in-depth
examination of all aspects of
the customer service process,
including touchpoints and
operational elements, to
uncover potential gaps and
areas for improvement.
Gather insights into customer
expectations through
interviews, feedback collection,
and market research to ensure
a thorough understanding of
diverse customer needs.
Here’s a list of key ideas for conducting a service gap analysis:
Set Measurable
Goals
Prioritized List of
Actions to Fix Gaps
Set measurable goals
using SMART framework
to facilitate evaluation of
analysis effectiveness
and guide subsequent
actions for improvement.
Prioritize identified service gaps
based on their impact on
customer satisfaction and
business objectives, develop
detailed action plans outlining
necessary changes and
improvements to address each
gap effectively.
HOW DO YOU FIX SERVICE GAPS THROUGH ANALYSIS?
A service gap analysis enables you to pinpoint specific issues causing a mismatch between customer
expectations and perceived delivery.
To accurately identify weak and vital aspects of your workflow and initiate steps toward
an improved and more efficient service strategy, check out our blog post:
https://help-desk-migration.com/service-gap-analysis/
Help Desk Migration
Contact Us
Phone Number
Email Address Website
https://help-desk-migration.com
+1-888-866-7471
contact@help-desk-migration.com
Help Desk Migration

More Related Content

Similar to How to Conduct a Service Gap Analysis for Your Business

Customer experience programs in b2b - Analysegruppen whitepaper 2014
Customer experience programs in b2b - Analysegruppen whitepaper 2014Customer experience programs in b2b - Analysegruppen whitepaper 2014
Customer experience programs in b2b - Analysegruppen whitepaper 2014ag analytics a/s
 
240 Measuring Customer Satisfaction and Complaint Handling
240 Measuring Customer Satisfaction and Complaint Handling240 Measuring Customer Satisfaction and Complaint Handling
240 Measuring Customer Satisfaction and Complaint Handlingmoriano1000
 
The Metric-Centric Trap : Avoiding the Metric-Centrip Trap on the Journey Tow...
The Metric-Centric Trap : Avoiding the Metric-Centrip Trap on the Journey Tow...The Metric-Centric Trap : Avoiding the Metric-Centrip Trap on the Journey Tow...
The Metric-Centric Trap : Avoiding the Metric-Centrip Trap on the Journey Tow...Raj Sivasubramanian
 
160831 webinar on customer satisfaction (public)
160831 webinar on customer satisfaction (public)160831 webinar on customer satisfaction (public)
160831 webinar on customer satisfaction (public)Malia Bachesta
 
Chapter 2 Service Quality IHRT476Chap.docx
Chapter 2    Service Quality IHRT476Chap.docxChapter 2    Service Quality IHRT476Chap.docx
Chapter 2 Service Quality IHRT476Chap.docxcravennichole326
 
City of Philadelphia Customer Service Officers Program Manual
City of Philadelphia Customer Service Officers Program ManualCity of Philadelphia Customer Service Officers Program Manual
City of Philadelphia Customer Service Officers Program ManualRosetta Carrington Lue
 
Service quality presentation
Service quality presentationService quality presentation
Service quality presentationatul_soni
 
Total Quality Management - Quaity Service
Total Quality Management - Quaity ServiceTotal Quality Management - Quaity Service
Total Quality Management - Quaity Servicealleyza28
 
difference between product and service
difference between product and servicedifference between product and service
difference between product and servicekpFasna
 
White paper speech analytics-enhancing customer experience
White paper speech analytics-enhancing customer experienceWhite paper speech analytics-enhancing customer experience
White paper speech analytics-enhancing customer experienceCeltycs
 
9 Critical Components for A Successful Client Interaction Framework
9 Critical Components for A Successful Client Interaction Framework 9 Critical Components for A Successful Client Interaction Framework
9 Critical Components for A Successful Client Interaction Framework Chazey Partners
 
Customer Satisfaction in Shared Services
Customer Satisfaction in Shared ServicesCustomer Satisfaction in Shared Services
Customer Satisfaction in Shared ServicesScottMadden, Inc.
 

Similar to How to Conduct a Service Gap Analysis for Your Business (20)

Gaps model final
Gaps model finalGaps model final
Gaps model final
 
Loyalty industry
Loyalty industryLoyalty industry
Loyalty industry
 
Customer experience programs in b2b - Analysegruppen whitepaper 2014
Customer experience programs in b2b - Analysegruppen whitepaper 2014Customer experience programs in b2b - Analysegruppen whitepaper 2014
Customer experience programs in b2b - Analysegruppen whitepaper 2014
 
BPA CCQS 2014
BPA CCQS 2014BPA CCQS 2014
BPA CCQS 2014
 
240 Measuring Customer Satisfaction and Complaint Handling
240 Measuring Customer Satisfaction and Complaint Handling240 Measuring Customer Satisfaction and Complaint Handling
240 Measuring Customer Satisfaction and Complaint Handling
 
TQM
TQMTQM
TQM
 
The Metric-Centric Trap : Avoiding the Metric-Centrip Trap on the Journey Tow...
The Metric-Centric Trap : Avoiding the Metric-Centrip Trap on the Journey Tow...The Metric-Centric Trap : Avoiding the Metric-Centrip Trap on the Journey Tow...
The Metric-Centric Trap : Avoiding the Metric-Centrip Trap on the Journey Tow...
 
Processes services
Processes servicesProcesses services
Processes services
 
160831 webinar on customer satisfaction (public)
160831 webinar on customer satisfaction (public)160831 webinar on customer satisfaction (public)
160831 webinar on customer satisfaction (public)
 
Gaps model
Gaps model Gaps model
Gaps model
 
Chapter 2 Service Quality IHRT476Chap.docx
Chapter 2    Service Quality IHRT476Chap.docxChapter 2    Service Quality IHRT476Chap.docx
Chapter 2 Service Quality IHRT476Chap.docx
 
City of Philadelphia Customer Service Officers Program Manual
City of Philadelphia Customer Service Officers Program ManualCity of Philadelphia Customer Service Officers Program Manual
City of Philadelphia Customer Service Officers Program Manual
 
Service quality presentation
Service quality presentationService quality presentation
Service quality presentation
 
Total Quality Management - Quaity Service
Total Quality Management - Quaity ServiceTotal Quality Management - Quaity Service
Total Quality Management - Quaity Service
 
difference between product and service
difference between product and servicedifference between product and service
difference between product and service
 
Gaps model
Gaps model Gaps model
Gaps model
 
White paper speech analytics-enhancing customer experience
White paper speech analytics-enhancing customer experienceWhite paper speech analytics-enhancing customer experience
White paper speech analytics-enhancing customer experience
 
9 Critical Components for A Successful Client Interaction Framework
9 Critical Components for A Successful Client Interaction Framework 9 Critical Components for A Successful Client Interaction Framework
9 Critical Components for A Successful Client Interaction Framework
 
Service Innovation
Service InnovationService Innovation
Service Innovation
 
Customer Satisfaction in Shared Services
Customer Satisfaction in Shared ServicesCustomer Satisfaction in Shared Services
Customer Satisfaction in Shared Services
 

More from Help Desk Migration

A Guideline to Zendesk to Re:amaze Data Migration
A Guideline to Zendesk to Re:amaze Data MigrationA Guideline to Zendesk to Re:amaze Data Migration
A Guideline to Zendesk to Re:amaze Data MigrationHelp Desk Migration
 
A Guideline to Gorgias to to Re:amaze Data Migration
A Guideline to Gorgias to to Re:amaze Data MigrationA Guideline to Gorgias to to Re:amaze Data Migration
A Guideline to Gorgias to to Re:amaze Data MigrationHelp Desk Migration
 
A Guideline to Freshdesk to Re:amaze Data Migration
A Guideline to Freshdesk to Re:amaze Data MigrationA Guideline to Freshdesk to Re:amaze Data Migration
A Guideline to Freshdesk to Re:amaze Data MigrationHelp Desk Migration
 
A Guideline to Intercom to to Re:amaze Data Migration
A Guideline to Intercom to to Re:amaze Data MigrationA Guideline to Intercom to to Re:amaze Data Migration
A Guideline to Intercom to to Re:amaze Data MigrationHelp Desk Migration
 
A Guideline to Salesforce Service Cloud to Reamaze Data Migration
A Guideline to Salesforce Service Cloud to Reamaze Data MigrationA Guideline to Salesforce Service Cloud to Reamaze Data Migration
A Guideline to Salesforce Service Cloud to Reamaze Data MigrationHelp Desk Migration
 
HOW TO SWITCH FROM ZENDESK TO RE_AMAZE.pptx
HOW TO SWITCH FROM ZENDESK TO RE_AMAZE.pptxHOW TO SWITCH FROM ZENDESK TO RE_AMAZE.pptx
HOW TO SWITCH FROM ZENDESK TO RE_AMAZE.pptxHelp Desk Migration
 
HOW TO SWITCH FROM INTERCOM TO RE_AMAZE.pptx
HOW TO SWITCH FROM INTERCOM TO RE_AMAZE.pptxHOW TO SWITCH FROM INTERCOM TO RE_AMAZE.pptx
HOW TO SWITCH FROM INTERCOM TO RE_AMAZE.pptxHelp Desk Migration
 
HOW TO SWITCH FROM GORGIAS TO RE_AMAZE.pptx
HOW TO SWITCH FROM GORGIAS TO RE_AMAZE.pptxHOW TO SWITCH FROM GORGIAS TO RE_AMAZE.pptx
HOW TO SWITCH FROM GORGIAS TO RE_AMAZE.pptxHelp Desk Migration
 
HOW TO SWITCH FROM SALESFORCE SERVICE CLOUD TO RE_AMAZE.pptx
HOW TO SWITCH FROM SALESFORCE SERVICE CLOUD TO RE_AMAZE.pptxHOW TO SWITCH FROM SALESFORCE SERVICE CLOUD TO RE_AMAZE.pptx
HOW TO SWITCH FROM SALESFORCE SERVICE CLOUD TO RE_AMAZE.pptxHelp Desk Migration
 
HOW TO SWITCH FROM FRESHDESK TO RE_AMAZE.pptx
HOW TO SWITCH FROM FRESHDESK TO RE_AMAZE.pptxHOW TO SWITCH FROM FRESHDESK TO RE_AMAZE.pptx
HOW TO SWITCH FROM FRESHDESK TO RE_AMAZE.pptxHelp Desk Migration
 
How to Import Data to Salesforce Service Cloud
How to Import Data to Salesforce Service CloudHow to Import Data to Salesforce Service Cloud
How to Import Data to Salesforce Service CloudHelp Desk Migration
 
How to export data from Freshdesk to Zendesk
How to export data from Freshdesk to Zendesk How to export data from Freshdesk to Zendesk
How to export data from Freshdesk to Zendesk Help Desk Migration
 

More from Help Desk Migration (12)

A Guideline to Zendesk to Re:amaze Data Migration
A Guideline to Zendesk to Re:amaze Data MigrationA Guideline to Zendesk to Re:amaze Data Migration
A Guideline to Zendesk to Re:amaze Data Migration
 
A Guideline to Gorgias to to Re:amaze Data Migration
A Guideline to Gorgias to to Re:amaze Data MigrationA Guideline to Gorgias to to Re:amaze Data Migration
A Guideline to Gorgias to to Re:amaze Data Migration
 
A Guideline to Freshdesk to Re:amaze Data Migration
A Guideline to Freshdesk to Re:amaze Data MigrationA Guideline to Freshdesk to Re:amaze Data Migration
A Guideline to Freshdesk to Re:amaze Data Migration
 
A Guideline to Intercom to to Re:amaze Data Migration
A Guideline to Intercom to to Re:amaze Data MigrationA Guideline to Intercom to to Re:amaze Data Migration
A Guideline to Intercom to to Re:amaze Data Migration
 
A Guideline to Salesforce Service Cloud to Reamaze Data Migration
A Guideline to Salesforce Service Cloud to Reamaze Data MigrationA Guideline to Salesforce Service Cloud to Reamaze Data Migration
A Guideline to Salesforce Service Cloud to Reamaze Data Migration
 
HOW TO SWITCH FROM ZENDESK TO RE_AMAZE.pptx
HOW TO SWITCH FROM ZENDESK TO RE_AMAZE.pptxHOW TO SWITCH FROM ZENDESK TO RE_AMAZE.pptx
HOW TO SWITCH FROM ZENDESK TO RE_AMAZE.pptx
 
HOW TO SWITCH FROM INTERCOM TO RE_AMAZE.pptx
HOW TO SWITCH FROM INTERCOM TO RE_AMAZE.pptxHOW TO SWITCH FROM INTERCOM TO RE_AMAZE.pptx
HOW TO SWITCH FROM INTERCOM TO RE_AMAZE.pptx
 
HOW TO SWITCH FROM GORGIAS TO RE_AMAZE.pptx
HOW TO SWITCH FROM GORGIAS TO RE_AMAZE.pptxHOW TO SWITCH FROM GORGIAS TO RE_AMAZE.pptx
HOW TO SWITCH FROM GORGIAS TO RE_AMAZE.pptx
 
HOW TO SWITCH FROM SALESFORCE SERVICE CLOUD TO RE_AMAZE.pptx
HOW TO SWITCH FROM SALESFORCE SERVICE CLOUD TO RE_AMAZE.pptxHOW TO SWITCH FROM SALESFORCE SERVICE CLOUD TO RE_AMAZE.pptx
HOW TO SWITCH FROM SALESFORCE SERVICE CLOUD TO RE_AMAZE.pptx
 
HOW TO SWITCH FROM FRESHDESK TO RE_AMAZE.pptx
HOW TO SWITCH FROM FRESHDESK TO RE_AMAZE.pptxHOW TO SWITCH FROM FRESHDESK TO RE_AMAZE.pptx
HOW TO SWITCH FROM FRESHDESK TO RE_AMAZE.pptx
 
How to Import Data to Salesforce Service Cloud
How to Import Data to Salesforce Service CloudHow to Import Data to Salesforce Service Cloud
How to Import Data to Salesforce Service Cloud
 
How to export data from Freshdesk to Zendesk
How to export data from Freshdesk to Zendesk How to export data from Freshdesk to Zendesk
How to export data from Freshdesk to Zendesk
 

Recently uploaded

How Do Venture Capitalists Make Decisions?
How Do Venture Capitalists Make Decisions?How Do Venture Capitalists Make Decisions?
How Do Venture Capitalists Make Decisions?Alejandro Cremades
 
MichaelStarkes_UncutGemsProjectSummary.pdf
MichaelStarkes_UncutGemsProjectSummary.pdfMichaelStarkes_UncutGemsProjectSummary.pdf
MichaelStarkes_UncutGemsProjectSummary.pdfmstarkes24
 
NewBase 17 May 2024 Energy News issue - 1725 by Khaled Al Awadi_compresse...
NewBase   17 May  2024  Energy News issue - 1725 by Khaled Al Awadi_compresse...NewBase   17 May  2024  Energy News issue - 1725 by Khaled Al Awadi_compresse...
NewBase 17 May 2024 Energy News issue - 1725 by Khaled Al Awadi_compresse...Khaled Al Awadi
 
The Truth About Dinesh Bafna's Situation.pdf
The Truth About Dinesh Bafna's Situation.pdfThe Truth About Dinesh Bafna's Situation.pdf
The Truth About Dinesh Bafna's Situation.pdfMont Surfaces
 
8 Questions B2B Commercial Teams Can Ask To Help Product Discovery
8 Questions B2B Commercial Teams Can Ask To Help Product Discovery8 Questions B2B Commercial Teams Can Ask To Help Product Discovery
8 Questions B2B Commercial Teams Can Ask To Help Product DiscoveryDesmond Leo
 
Constitution of Company Article of Association
Constitution of Company Article of AssociationConstitution of Company Article of Association
Constitution of Company Article of Associationseri bangash
 
HAL Financial Performance Analysis and Future Prospects
HAL Financial Performance Analysis and Future ProspectsHAL Financial Performance Analysis and Future Prospects
HAL Financial Performance Analysis and Future ProspectsRajesh Gupta
 
Unleash Data Power with EnFuse Solutions' Comprehensive Data Management Servi...
Unleash Data Power with EnFuse Solutions' Comprehensive Data Management Servi...Unleash Data Power with EnFuse Solutions' Comprehensive Data Management Servi...
Unleash Data Power with EnFuse Solutions' Comprehensive Data Management Servi...Rahul Bedi
 
FEXLE- Salesforce Field Service Lightning
FEXLE- Salesforce Field Service LightningFEXLE- Salesforce Field Service Lightning
FEXLE- Salesforce Field Service LightningFEXLE
 
How to Maintain Healthy Life style.pptx
How to Maintain  Healthy Life style.pptxHow to Maintain  Healthy Life style.pptx
How to Maintain Healthy Life style.pptxrdishurana
 
Special Purpose Vehicle (Purpose, Formation & examples)
Special Purpose Vehicle (Purpose, Formation & examples)Special Purpose Vehicle (Purpose, Formation & examples)
Special Purpose Vehicle (Purpose, Formation & examples)linciy03
 
Toyota Kata Coaching for Agile Teams & Transformations
Toyota Kata Coaching for Agile Teams & TransformationsToyota Kata Coaching for Agile Teams & Transformations
Toyota Kata Coaching for Agile Teams & TransformationsStefan Wolpers
 
Copyright: What Creators and Users of Art Need to Know
Copyright: What Creators and Users of Art Need to KnowCopyright: What Creators and Users of Art Need to Know
Copyright: What Creators and Users of Art Need to KnowMiriam Robeson
 
Daftar Rumpun, Pohon, dan Cabang Ilmu (2024).pdf
Daftar Rumpun, Pohon, dan Cabang Ilmu (2024).pdfDaftar Rumpun, Pohon, dan Cabang Ilmu (2024).pdf
Daftar Rumpun, Pohon, dan Cabang Ilmu (2024).pdfAgusHalim9
 
Aptar Closures segment - Corporate Overview-India.pdf
Aptar Closures segment - Corporate Overview-India.pdfAptar Closures segment - Corporate Overview-India.pdf
Aptar Closures segment - Corporate Overview-India.pdfprchbhandari
 
zidauu _business communication.pptx /pdf
zidauu _business  communication.pptx /pdfzidauu _business  communication.pptx /pdf
zidauu _business communication.pptx /pdfzukhrafshabbir
 
Sedex Members Ethical Trade Audit (SMETA) Measurement Criteria
Sedex Members Ethical Trade Audit (SMETA) Measurement CriteriaSedex Members Ethical Trade Audit (SMETA) Measurement Criteria
Sedex Members Ethical Trade Audit (SMETA) Measurement Criteriamilos639
 
Your Work Matters to God RestorationChurch.pptx
Your Work Matters to God RestorationChurch.pptxYour Work Matters to God RestorationChurch.pptx
Your Work Matters to God RestorationChurch.pptxOs Hillman
 
Future of Trade 2024 - Decoupled and Reconfigured - Snapshot Report
Future of Trade 2024 - Decoupled and Reconfigured - Snapshot ReportFuture of Trade 2024 - Decoupled and Reconfigured - Snapshot Report
Future of Trade 2024 - Decoupled and Reconfigured - Snapshot ReportDubai Multi Commodity Centre
 
What is social media.pdf Social media refers to digital platforms and applica...
What is social media.pdf Social media refers to digital platforms and applica...What is social media.pdf Social media refers to digital platforms and applica...
What is social media.pdf Social media refers to digital platforms and applica...AnaBeatriz125525
 

Recently uploaded (20)

How Do Venture Capitalists Make Decisions?
How Do Venture Capitalists Make Decisions?How Do Venture Capitalists Make Decisions?
How Do Venture Capitalists Make Decisions?
 
MichaelStarkes_UncutGemsProjectSummary.pdf
MichaelStarkes_UncutGemsProjectSummary.pdfMichaelStarkes_UncutGemsProjectSummary.pdf
MichaelStarkes_UncutGemsProjectSummary.pdf
 
NewBase 17 May 2024 Energy News issue - 1725 by Khaled Al Awadi_compresse...
NewBase   17 May  2024  Energy News issue - 1725 by Khaled Al Awadi_compresse...NewBase   17 May  2024  Energy News issue - 1725 by Khaled Al Awadi_compresse...
NewBase 17 May 2024 Energy News issue - 1725 by Khaled Al Awadi_compresse...
 
The Truth About Dinesh Bafna's Situation.pdf
The Truth About Dinesh Bafna's Situation.pdfThe Truth About Dinesh Bafna's Situation.pdf
The Truth About Dinesh Bafna's Situation.pdf
 
8 Questions B2B Commercial Teams Can Ask To Help Product Discovery
8 Questions B2B Commercial Teams Can Ask To Help Product Discovery8 Questions B2B Commercial Teams Can Ask To Help Product Discovery
8 Questions B2B Commercial Teams Can Ask To Help Product Discovery
 
Constitution of Company Article of Association
Constitution of Company Article of AssociationConstitution of Company Article of Association
Constitution of Company Article of Association
 
HAL Financial Performance Analysis and Future Prospects
HAL Financial Performance Analysis and Future ProspectsHAL Financial Performance Analysis and Future Prospects
HAL Financial Performance Analysis and Future Prospects
 
Unleash Data Power with EnFuse Solutions' Comprehensive Data Management Servi...
Unleash Data Power with EnFuse Solutions' Comprehensive Data Management Servi...Unleash Data Power with EnFuse Solutions' Comprehensive Data Management Servi...
Unleash Data Power with EnFuse Solutions' Comprehensive Data Management Servi...
 
FEXLE- Salesforce Field Service Lightning
FEXLE- Salesforce Field Service LightningFEXLE- Salesforce Field Service Lightning
FEXLE- Salesforce Field Service Lightning
 
How to Maintain Healthy Life style.pptx
How to Maintain  Healthy Life style.pptxHow to Maintain  Healthy Life style.pptx
How to Maintain Healthy Life style.pptx
 
Special Purpose Vehicle (Purpose, Formation & examples)
Special Purpose Vehicle (Purpose, Formation & examples)Special Purpose Vehicle (Purpose, Formation & examples)
Special Purpose Vehicle (Purpose, Formation & examples)
 
Toyota Kata Coaching for Agile Teams & Transformations
Toyota Kata Coaching for Agile Teams & TransformationsToyota Kata Coaching for Agile Teams & Transformations
Toyota Kata Coaching for Agile Teams & Transformations
 
Copyright: What Creators and Users of Art Need to Know
Copyright: What Creators and Users of Art Need to KnowCopyright: What Creators and Users of Art Need to Know
Copyright: What Creators and Users of Art Need to Know
 
Daftar Rumpun, Pohon, dan Cabang Ilmu (2024).pdf
Daftar Rumpun, Pohon, dan Cabang Ilmu (2024).pdfDaftar Rumpun, Pohon, dan Cabang Ilmu (2024).pdf
Daftar Rumpun, Pohon, dan Cabang Ilmu (2024).pdf
 
Aptar Closures segment - Corporate Overview-India.pdf
Aptar Closures segment - Corporate Overview-India.pdfAptar Closures segment - Corporate Overview-India.pdf
Aptar Closures segment - Corporate Overview-India.pdf
 
zidauu _business communication.pptx /pdf
zidauu _business  communication.pptx /pdfzidauu _business  communication.pptx /pdf
zidauu _business communication.pptx /pdf
 
Sedex Members Ethical Trade Audit (SMETA) Measurement Criteria
Sedex Members Ethical Trade Audit (SMETA) Measurement CriteriaSedex Members Ethical Trade Audit (SMETA) Measurement Criteria
Sedex Members Ethical Trade Audit (SMETA) Measurement Criteria
 
Your Work Matters to God RestorationChurch.pptx
Your Work Matters to God RestorationChurch.pptxYour Work Matters to God RestorationChurch.pptx
Your Work Matters to God RestorationChurch.pptx
 
Future of Trade 2024 - Decoupled and Reconfigured - Snapshot Report
Future of Trade 2024 - Decoupled and Reconfigured - Snapshot ReportFuture of Trade 2024 - Decoupled and Reconfigured - Snapshot Report
Future of Trade 2024 - Decoupled and Reconfigured - Snapshot Report
 
What is social media.pdf Social media refers to digital platforms and applica...
What is social media.pdf Social media refers to digital platforms and applica...What is social media.pdf Social media refers to digital platforms and applica...
What is social media.pdf Social media refers to digital platforms and applica...
 

How to Conduct a Service Gap Analysis for Your Business

  • 1. How to Conduct a Service Gap Analysis for Your Business help-desk-migration.com Help Desk Migration
  • 2. A service gap analysis is an effective methodology used to evaluate and improve customer satisfaction levels. It identifies which part of your business strategy is causing customer dissatisfaction and what you need to change or improve. WHAT IS A SERVICE GAP ANALYSIS? What is a service gap analysis? It rests upon two concepts: Customer expectations: the subjective beliefs about a product or service before accessing it. Customer perception: the subjective opinion about your brand after experience with company, its services, and communication with your staff. WHAT IS A SERVICE GAP ANALYSIS? How does service gap analysis work? Help Desk Migration
  • 3. Help Desk Migration #1 The Knowledge Gap A mismatch between customer expectations and how the company perceives them. Why it happens: • A lack of proper market research • Insufficient communication with clients • Knowledge silo between the management and the agents Solution: Regular and thorough market research and the fostering of open communication channels. Facilitate knowledge-sharing initiatives and training programs. The Four Gaps in Customer Service
  • 4. Help Desk Migration #2 The Policy Gap Despite understanding customer needs, there’s a failure to implement them effectively. Why it happens: • Poor customer service • Lack of regular quality checks • Delayed updates to SLAs Solution: Establish customer-centric policies and implement regular quality assurance. The Four Gaps in Customer Service
  • 5. Help Desk Migration #3 The Delivery Gap The differences between the service and actual execution. Why it happens: Because of inadequate training, companies lack skills and knowledge among staff leads to inconsistencies. Solution: Provide comprehensive onboarding and training programs and implement performance management systems. The Four Gaps in Customer Service
  • 6. The Four Gaps in Customer Service Help Desk Migration #4 The Communication Gap The company’s service portrayal doesn’t match the actual delivery. Why it happens: The inadequate analysis of capabilities causes overpromising due to a lack of internal evaluation. Solution: Ensure alignment between marketing and capabilities and transparent communication channels.
  • 7. Tech Company: Fails to conduct regular market research resulting in outdated products that don’t meet consumer expectations. The Knowledge Gap Example eCommerce Platform: Acknowledges swift deliveries but lacks effective logistics policies, leading to persistent delays. The Policy Gap Example Examples of gap models of service quality
  • 8. Examples of gap models of service quality Restaurant: Boasts exceptional customer service, yet inadequately trains staff, resulting in unsatisfactory dining experiences. The Delivery Gap Example Telecommunications Provider: Advertises seamless connectivity but fails to address network issues promptly, causing disruptions. The Communication Gap Example Fashion Retailer: Sends generic marketing emails without considering individual preferences, leaving customers feeling overlooked. The Personalization Gap Example
  • 9. Factors Contributing to the Customer Gap LACK OF PERSONALIZATION When companies fail to communicate their offerings clearly can lead to inaccurate customer expectations. Fluctuations in service quality across interactions lead to customer dissatisfaction and widen the service gap. When companies make promises about their products or services and widen the service gap. When companies overlook individual preferences and provide generic services contributes to a significant gap between customer expectations and actual experiences. UNMET PROMISES INCONSISTENT SERVICE QUALITY UNCLEAR COMMUNICATION 01 02 03 04
  • 10. help-desk-migration.com Help Desk Migration Clear End-Goals Research Each Part of CS Define objectives clearly to ensure the analysis stays focused and aligns with desired outcomes. Determine CX Conduct an in-depth examination of all aspects of the customer service process, including touchpoints and operational elements, to uncover potential gaps and areas for improvement. Gather insights into customer expectations through interviews, feedback collection, and market research to ensure a thorough understanding of diverse customer needs. Here’s a list of key ideas for conducting a service gap analysis: Set Measurable Goals Prioritized List of Actions to Fix Gaps Set measurable goals using SMART framework to facilitate evaluation of analysis effectiveness and guide subsequent actions for improvement. Prioritize identified service gaps based on their impact on customer satisfaction and business objectives, develop detailed action plans outlining necessary changes and improvements to address each gap effectively.
  • 11. HOW DO YOU FIX SERVICE GAPS THROUGH ANALYSIS? A service gap analysis enables you to pinpoint specific issues causing a mismatch between customer expectations and perceived delivery. To accurately identify weak and vital aspects of your workflow and initiate steps toward an improved and more efficient service strategy, check out our blog post: https://help-desk-migration.com/service-gap-analysis/ Help Desk Migration
  • 12. Contact Us Phone Number Email Address Website https://help-desk-migration.com +1-888-866-7471 contact@help-desk-migration.com Help Desk Migration