GAP-analysis

The Gap-analysis is a method whose purpose is to identify the five different “gaps” that effect the perceived service quality. The aim of the analysis is to define the gap between the present and the optimal stages of the service. This provides insights over the areas of improvement within the organisation.

Additional reading
Brown, Stephen W., and Teresa A. Swartz. “A gap analysis of professional service quality.” The Journal of Marketing (1989): 92-98.