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| Who Are We | Our Services | A Global Advantage | GAPbusting Explained |
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GAPbuster - Mystery Shopping AgencyGAP Busting Explained – What Is The GAP?Quite often, one of the first questions businesses ask me is - Why do you call your organization GAPbuster? It's a good question - and I think we have a good answer.I tell people the "GAPbusting" concept involves identifying the distance between the reality at the front line and our client's service goal - the "gap." GAPbuster's methodological framework, assisting clients to close ('bust') that distance, is known as the "GAPbusting system." GAPbusting has three specific dimensions: 1. GAPbuster Worldwide identifies the drivers of customer satisfaction and generates performance standards to match. Management and frontline staffs are responsible for delivering a customer experience that meets this standard. Throughout, clients aim to bust the gap between reality and the set standard. 2. Having established performance standards, GAPbuster Worldwide performance tools work to close the gap between the bottom 10% of the business and the top 10%. Reward, recognition, and best practice tools facilitate this. Consistency of performance across an organization delivers on customer expectations that, in turn, drive customer loyalty. 3. Perhaps the most important GAP is that between a client and its leading competitor, in terms of what the customer experiences. Many businesses aspire to making customer satisfaction a competitive advantage. GAPbuster Worldwide provides the services that help clients establish and sustain this advantage. Many of GAPbuster Worldwide's clients consider excellence in customer service part of their brand's "promise" or an inherent brand value. (Hence, their commitment to a dedicated customer experience program). Most customer-facing businesses certainly aspire to it. With correct application, all three interrelated dimensions of GAPbusting have a transformative affect on a business's service culture. |
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GAPbuster ARTICLES - History of GAPbuster - In-Store Experience - Customer Loyalty - Locations of GAPbuster - Philosophy of Mystery Shopping - Managing Customer Experience - Performance Improvement Systems - Customer Service Improvement - International Benchmarking - Building your Brand - Global Operations - Global Partners - Local Experts - What is the Gap? - Systems Performance Improvement |
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