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A user satisfaction gap exists when there is a difference between: (choose the best two answers)
Correct Answer: B,D
A user satisfaction gap exists when there is a difference between what the user expects from a product or service and what the user actually experiences12. The user's desired outcome is the goal or benefit that the user wants to achieve by using the product or service3. The user's actual experience is the perception and evaluation of the product or service by the user4. If the user's actual experience does not meet or exceed the user's desired outcome, the user will be dissatisfied and may switch to a different product or service. Reference: 1: Identifying and Closing the Customer Satisfaction Gap 2: Find the Gaps in Your User Experience 3: [Outcome-Driven Innovation] 4: [User Experience] 5: Measure Business Opportunities with Unrealized Value
