Gap Analysis

When evaluating the performance of a specific department or company it is critical to provide context to the findings.  An effective research partner must generate sufficient data to enable accurate assessments of a wide range of procedural and policy-related components, pinpointing areas requiring attention, as well as presenting the client with opportunities to leverage those categories that are considered strengths.

To facilitate the involvement of the management team in the initial design process and to gain their insights into the anticipated results, TCFCR conducts a complimentary Gap Analysis as part of the satisfaction measurement process for first-time clients. The Gap Analysis is undertaken to meet the specific needs of the department, and the results are analyzed and compared to the actual customer findings and can be incorporated into the final report.

The team leaders, supervisors and managers are asked to complete a short written survey regarding their expectations of what actual customer results will be. The Gap Analysis survey mirrors the major areas to be measured through the direct customer feedback process, and has proven to be a highly valuable and successful tool that facilitates senior management’s buy-in into the benefits of the satisfaction and loyalty measurement process.