HTM2326 - Class 2 Review

What is the primary focus of the Service Gap Model?

• Employee performance

• Service quality

• Customer satisfaction

• Financial metrics

Which of the following is NOT a provider gap in the Gaps Model?

• Customer Expectations Gap

• Service Design and Standards Gap

• Performance Gap

• Listening Gap

What does NPS stand for in customer measurement?

• Net Performance Score

• Net Promoter Score

• Net Profit Score

• Net Purchase Score

Which of the following is a key driver of service quality?

• Market share

• Product pricing

• Service encounters

• Employee turnover

What is the purpose of a balanced scorecard?

• To measure employee satisfaction

• To track strategic goals and performance drivers

• To assess financial performance only

• To evaluate customer complaints