InReality offers customer experience analysis tool

Atlanta - InReality, a customer experience strategy and design firm, is offering a retail customer experience measurement tool called Reality Gap Analysis. Reality Gap Analysis delivers a quantifiable assessment of the gaps between a brand's self-perception and a customer's reality.



The analysis is built from consistent field data gathered through various consumer touch-points within the in-store experience. These touch-points could include the retail sales associate (RSA), product display kiosks, digital interfaces, points of purchase, brochures and mobile interaction.



"This type of disparity is just one of countless that contributes to what we have identified as a Reality Gap," says Gary Lee, president and COO of InReality. "Brands do a fantastic job of elevating the consumer's expectations. Unfortunately, those brand promises can swiftly evaporate with a few bad experiences in the retail space — a misinformed sales associate, a poorly designed or one-dimensional product display, or a malfunction at the point of purchase."