What Is a Satisfaction Gap in Customer Outcomes?
A satisfaction gap is the difference between the customer’s current experience and their desired end state. Identifying this gap helps teams measure and target improvements in outcomes.
Metaphor
A satisfaction gap is like the difference between sipping a lukewarm coffee and the perfectly hot cup you wanted. The contrast makes it clear what’s missing and worth fixing.
Spotting this gap lets teams focus on delivering improvements that match the customer’s ideal.
Works Consulted
- Customer Outcomes | Scrum.org | Accessed 23 Jun. 2025.
Connections
follows:: Metrics and Measures