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Gap Analysis
Maven® PZB Customer Gap Analysis:
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Do you understand what your customers expect from your products and services?
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Are you currently delivering against these expectations or is the competition winning market share?
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Do you know how your customers prioritise the various attributes of service and products that you offer, and which are the most important to them?
Most people will answer, "YES" to all these questions, but their customers may think differently.
Maven applies our adaptation of the PZB/SERVQUAL model as an instrument for assessing service quality; this can be applied to internal and external customers. It can provide a unique insight into your customers and competition.
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Maven® PZB Employee Gap Analysis:
The best business thinking tells us that employee behaviour impacts directly on the bottom line, so can you afford not to invest in your employees?
Maven's application of the PZB approach fully supports understanding and measuring employee expectations and satisfaction. It enables employers to measure the breadth of GAP between employee expectations and perceptions, and where this impacts on motivation and engagement.
It links fully into a process driven approach where employee engagement can be shown to support or hinder key company goals such as customer satisfaction. It also moves away from the "moan meter" style of research and makes sure the critical items are distinguished from the noise. With our sophisticated analysis processes the real employee issues are revealed and needs identified.
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Priority Matrix
Contact us for further information about our GAP analysis methodology
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