P-GAP is short for perception gap and is a method that measures the emotional distance between two people in a particular touchpoint. P-GAP calculates the difference between the customer’s and the employee’s experience in a situation and generates a report with the result.
The purpose is to give the employee a greater emotional understanding of the customer’s situation, and insight into what parameters to work on, so that he or she becomes better at showing the dimples and empathy through the phone.
Measure the emotional distance between the customer and the employee via NPS
Plan and run P-GAP in campaigns on a single employee or the entire team
Use P-GAP to train employees
Analyze results in Power Dashboards
Identify P-GAP score with reason mapping
At nps.today, we are already implementing P-GAP at the postal service company PostNord and Norlys, Denmark’s largest energy and telecommunications group.
These are two examples of companies that focus on ensuring the best possible customer service, and therefore actively engage and support customer service representatives in developing their potentials.