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Enterprise Rent-A-Car closely ties customer service to employee success. With a tracking system called the Enterprise Service Quality Index (ESQi), the company routinely follows up with customers by phone to determine their level of satisfaction with their most recent Enterprise service encounter. Only completely satisfied customers count toward an employee ESQi score, which is used to measure employee's potential for promotion. Enterprise is using_________ to determine whether performance meets standards.

Respuesta :

Answer:

GAP 1

Explanation:

The GAP model  service quality is a model developed to evaluate the level of customer satisfaction.It is based on the believe that customers are satisfied when services received meet their expectation and vice versa.

It lists 5 Gaps as the major Gaps an organization must satisfy to meet customers expectation , of which is Gap 1 is among

Gap 1 can be explained as the difference between the customers' expectation and the level of services received which arises because the company does not know the specific expectation of the customer

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