Andrew's Blog – June 2008 Archive (1)

Where Are Your Expectation Gaps?

The accounting firm Accenture has a neat little phrase: “Expectation Gap”. They use the term to explain the phenomenon of returned consumer electronics for one. It has been discovered that only 20% of returned products are actually defective or broken, though the costumer said they were.



Accenture explains that there was an apparent expectation gap which simply means the customer expected that the product would do something but it didn’t or they couldn’t get it to do the thing they… Continue

Added by Andrew on June 8, 2008 at 10:30am — 2 Comments

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