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Gap Analysis

Maven® PZB Customer Gap Analysis:
Do you understand what your customers expect from your product services? Are you currently delivering against these expectations or is the competition winning your customers from you? Do you know how your customers prioritise the various areas of products that you offer and which are the most important to them? Most people will answer, "YES" to all these questions however their customers may think differently.

Maven use an adaptation of the PZB/SERVQUAL model as an instrument for assessing service quality for both internal and external customers across any business or public sector to answer all these questions. It can provide a unique insight into your customers and the competition.

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 adaptation of the PZB approach fully supports the measurement of employee expectations and satisfaction. It enables employers to measure how far short of employee expectations they fall and determines when this gap starts to impact 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 training needs identified.

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