# Understand your gaps and priorities

URL: https://www.onsomble.ai/guide/applied/diagnose-perception-gaps

Published: 2026-09-14

Updated: 2026-09-14

Connect the evidence to customer decisions and investigate what needs attention.

Level: Intermediate · Reading time: 3 minutes

## What you'll learn

- Connect the evidence to customer decisions and investigate what needs attention.


A completed scorecard gives you many observations. Diagnosis helps you decide which ones matter and what action the evidence supports.

## Begin with a specific finding

Use a retained answer or a confirmed information problem. “Our AI score is low” is difficult to act on. “Our tour is repeatedly recommended to families with children below the minimum age” gives you a specific customer problem to investigate.

## Build the diagnosis

| Record | What to write |
| --- | --- |
| Finding | What happened, including the answer or affected page. |
| Customer situation | Who was asking and what decision they were making. |
| Business evidence | The accurate facts and evidence supporting them. |
| Public information | What the website and relevant external sources currently say. |
| Working explanation | What could explain the gap, and what remains to check. |
| Significance | How the gap affects customer understanding or consideration. |
| Next action | The specific investigation or change the evidence supports. |

In the family-tour example, the age restriction might be missing from an experience page or outdated in a booking-platform listing. Check the cited sources and relevant pages. Record what you find before deciding which source needs changing.

## Consider three places to act

The business itself may need a clearer offering or a genuine service improvement. Its own explanation may need better facts, evidence or access. The wider public account may need an accurate listing or a supported correction.

An AI answer can reveal the problem; the investigation determines which action is justified. Keep working explanations visible so the next review can test them.

## Prioritise the customer impact

Consider how important the decision is, how often the issue recurs and how much of the business is affected. A blocked primary service page or wrong suitability claim usually deserves attention before a minor wording issue.

Record unassessed items as checks with owners. Do not turn an unknown into a confirmed technical fix.

[Complete the diagnosis notes in your workbook](/tools/ai-perception-assessment?workbook=Plan%20and%20review). Choose the three findings that deserve action first, then [build your improvement plan](/guide/applied/plan-perception-improvements).


## Related guides

[Return to this learning path](https://www.onsomble.ai/guide/applied)