Question

The city has a power outage during the 3 months the call centre is open causing the charity to lose a days worth of donations due to the public not being able to phone in.

Write a GAP analysis

Answer 1

Gap Analysis
It all about consumer’s quality perceptions about a service which was offered. Following distinct gaps are observed such as

1.   Gap 1- It is the difference between customer expectations and understanding of those expectations comparing to power outage companies and charity call center.

Reason of Gap 1-
1.   Market research is not done by charity as when customer not getting the electricity, how will they charge their phone or call landline to call center regarding donations.
2.   Lack of upward or downward communication related to power outage for 3 Months.
3.   Inadequate relationships on customers side with power outage companies who are not providing much information.
4.   Poor service design given by power outage companies to customers due to this call center not able to receive calls related to donations.

2.   GAP 2- It is the difference between the expected service and the perceived service.

Reason of Gap 2-

1.   What customers are expecting and what they perceived as charity already set up the call center for making donations but expectation is not achieved.
2.   Absence of customer driven standards.
3.   Failure to match demand and supply relation between customers and their roles in distributing the donations for charity.