How to Identify Gaps Between Customer Expectations and Actual Service

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2026-09-04 12:52:39 -

A customer expectation gap can start with something as small as a promised delivery time, a slow WhatsApp reply, or a staff member who does not fully understand what the customer was told. The problem is that businesses often see these as isolated complaints, while customers see them as evidence that the service does not match the promise. In Pakistan’s competitive retail,...

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