Gap Analysis for KFC

First Gap
Customer gap

No personal service
No customer feedback
Insufficient Market research

Second Gap
Performance Gap

Different varity on the menu

Limited delivery area

Third Gap
Service design and standards.

High Price
Intermediate quality of food

Recommendations

KFC should try to bridge these gaps by engaging their customers in active feedback participation
and working on the feedback so that the customer retention remains as high as possible.

The prices should also be controlled or products which would target sub-middle class must be
introduced.