A system and method to analyze gap between customer experience and service provider experience

摘要

A system and method for determining a gap between customer experience and service provider experience is disclosed. A plurality of experience indicators is defined 402 and customer and service provider experience corresponding to each of the plurality of experience indicators is captured on a pre-defined scale 404. The customer experience is captured by receiving a first set of service ratings corresponding to a first set of parameters. The service provider experience is captured by receiving a second set of service ratings corresponding to a second set of parameters. Further, first set of gaps and second set of gaps are determined based on the first set of service ratings and the second set of service ratings 406. By comparing the first set of gaps and the second set of gaps, the gap between the customer experience and the service provider experience may be determined 408.