Based on prior experience, MSA believed that its customers selected and purchase

Question

Based on prior experience, MSA believed that its customers selected and purchased low-end ear plugs on the basis of comfort, so they trained their sales personnel to provide samples and fitting services for their various styles of ear plugs. However, repeat sales did not increase significantly, so MSA surveyed their customers – only to discover that, although customers appreciated the fitting services, they were much more concerned about cost.   What kind of gap caused this failure in service delivery?

Explanation / Answer

There is a provider gap-1, that causes the misunderstanding and wrong perceptions to the service provider about the customer’s satisfaction. In the given scenario, customers were more focused about the cost part of the product at the time of buying, but the company perceived that customers got a high level of comfort about the   low cost models of ear plugs. It led to the provider gap-1 type of failure in service delivery.

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