Customer Service Experience – The GAPbusting System

The GAPbusting System, a peerless combination of sophisticated reporting services and measurement methodologies, has proved a highly effective tool for change across service sectors worldwide.

The "GAPbusting system" diagram illustrates GAPbuster's improvement process.

Each element forms part of a conceptual framework for tracking performance, improving service behaviors and sharing best practice. In this way, GAPbuster's suite of products and services not only measures customer service performance, but also empowers clients to improve it.

Priorities are about identifying your improvement needs.

Planning for improvement is about identifying the issues, and mapping out the strategies and actions that will achieve improvement.

GAPbusting is about actioning improvement plans and busting the GAPs.

Tracking performance results along the way keeps you focused, and enables the team to monitor trends and improvements.

Recognizing and celebrating success is the secret to sharing best practice techniques.