Service Gaps Model
Compare expected service with perceptions and locate the gap in delivery, design or communication.
Cheat sheet
Compare expected service with perceptions and locate the gap in delivery, design or communication.
What to check first
Compare promise, operational standard and actual delivery by postcode.
How to make the call
Track promise accuracy and repeat shipment rates.
OpenStax · Retailing and wholesaling · further reading for retail & services
Indian practice case
Fictional scenario
A Kochi courier advertises next-day delivery but service regularly takes two days in some postcodes.
Reveal the step-by-step solution
- Diagnose the problem.
Compare promise, operational standard and actual delivery by postcode.
- Work through the evidence.
Correct the public promise where next-day service is infeasible and fix missed scans where it is feasible.
- Recommend and validate.
Track promise accuracy and repeat shipment rates.
More Indian cases
Interview question
How would you use service gaps model to make the decision in this case? Explain which data you need first and what would change your recommendation.
See what a strong answer includes
Correct the public promise where next-day service is infeasible and fix missed scans where it is feasible. Track promise accuracy and repeat shipment rates.