Question

Difference between customer expectation and perception

Answer 1

The key difference between customer expectation and customer perception lies in the customer aspirations and mindset; Customer expectation is an assumption in deciding the purchase whereas customer perception is an interpretation of collective information after purchase.

Answer 2

Explanation:

The customer gap is the difference between customer expectations and customer perceptions.The customer gap is the most important gap and in an ideal world the customer's expectation would be almost identical to the customer's perception.