Modèle d’écart de service

The Service Gap Model identifies five gaps between customer expectations and service experiences that impact satisfaction. These gaps—Knowledge, Policy, Delivery, Communication, and Perception—reveal where companies fail to meet customer needs. Understanding these gaps enables targeted improvements to align service delivery with customer expectations and enhance overall satisfaction.

A Knowledge Gap happens when a firm misunderstands customer expectations due to inadequate research or communication. For example, a store might assume customers prefer wide product selection when they actually value faster service. Companies should actively gather and respond to customer feedback to close this gap and better understand what customers truly need.

A Policy Gap occurs when a company's service policies do not meet customer expectations, often due to complex procedures that frustrate customers. For instance, a bank may have lengthy processes for simple transactions. Reducing this gap requires aligning policies with customer expectations and simplifying processes to enhance convenience and customer satisfaction.

Delivery Gaps emerge when employees fail to deliver service according to standards, often due to poor training or insufficient resources. A restaurant promising quick service but lacking adequate staff struggles to meet expectations. Addressing this gap involves appropriately training and supporting employees to ensure consistent service delivery aligned with company promises.

A Communication Gap exists when promotional promises do not match the service provided—for example, an internet provider advertising high speeds but delivering inconsistent service. A Perception Gap occurs when delivered service meets standards, but customers perceive it differently. Both require alignment: accurate marketing and consistent, high-quality service with clear communication to shape customer perceptions.

Companies can minimize service gaps through training employees, revising service standards, improving communication, and aligning service delivery with marketing promises. These strategies address root causes across all five gaps. By implementing targeted improvements based on understanding where gaps occur, businesses enhance customer satisfaction and build stronger relationships with their customers.

Understanding customer expectations is foundational because gaps originate from misalignment between what customers expect and what companies deliver. When firms lack insight into customer preferences, they cannot design appropriate policies, train staff effectively, or craft accurate marketing messages. Active research and feedback mechanisms help companies identify true customer expectations and close gaps systematically.