What is the voice-behavior gap?
The voice-behavior gap is the difference between what customers say and what they do.
People may ask for a feature and never use it. They may also abandon the same step every week without mentioning it. Both are common. Neither means the customer was lying.
Stated and revealed preference answer different questions: what someone believes they want and what they do under real constraints.
Why it matters for product builders
The useful decision often sits inside the gap. A feedback queue sees requests. Analytics sees behavior. You need both to understand what the problem really is.
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