Customer trust · Accountability lens
Promise-delivery gap
What is promise-delivery gap?
The distance between a stated commitment and the experience delivered.
Promise-delivery gap: an illustrative example
A support promise says one owner while customers repeat their case.
Sources and related reading
- Related MAC perspective: evidence, people, and accountability — related reading
This is a practical accountability lens. Examples illustrate the concept; they are not verified client results. Working definitions and accountability lenses are not claims of a universal standard or original coinage.
Related customer trust terms
- Cancellation friction
Extra effort that obstructs leaving or stopping payment.
- Claim substantiation
Evidence supporting an objective claim before it is communicated.
- Complaint ownership
Responsibility for resolving a complaint across internal handoffs.
- Customer autonomy
A person’s ability to make meaningful choices without coercion.