Mind the Gap: Service Delivery Myopia

I have been asked to gather examples of my recent study, ‘Mind the Gap’. Certain individuals have seen fit to ‘borrow’ and misrepresent the findings (text and graphs).

Twelve years of polls and surveys (the ‘Mind The Gap’ research, 2014) revealed that there is a significant gap between what companies believe they deliver, and what customers believe they receive. This is referred to as the service delivery gap or service delivery myopia.
You can see the original work at the following places:

You can download the full pdf here

Robert Craven