A novel gap analysis approach is to focus on sentiment gaps in customer feedback across platforms like reviews, social media, or support tickets. Instead of just comparing performance metrics, analyze emotional tones using natural language processing to identify where customer sentiment drops (e.g., frustration during checkout vs. delight in product discovery). This can reveal surprising gaps, like a clunky payment interface undermining an otherwise strong user experience, guiding precise improvements that align with customer emotions rather than just operational metrics.
