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# Delivery gap
- URL: https://www.cesarrg.com/delivery-gap/
- Published: 2021-06-22T02:30:17.000Z
- Updated: 2023-07-17T06:31:48.000Z
- Description: The promises we do
- Author: César Rodríguez
- Tags: Insights, Techniques

#12 - Jun.2021

In the service design and business strategy world, there is a concept called **Delivery Gap**. A simple way of understanding this [concept](https://www.bain.com/contentassets/41326e0918834cd1a0102fdd0810535d/bb%5Fclosing%5Fdelivery%5Fgap.pdf?ref=cesarrg.com) is: how a company *perceives* its value proposition versus how customers actually *do*. The bigger the gap, the less loyal customers.

I think this concept can be a proxy for a larger mental model. In essence, value propositions are *promises*. Promises of offering an experience; promises of simplifying a problem; promises of [getting something done](https://www.cesarrg.com/workarounds/).

![](https://storage.ghost.io/c/10/f4/10f4a52f-1b7d-4284-b66d-0fccfd9dc5da/content/images/2021/06/gap_v3-2.png)

As professionals, we do promises all the time. You engage with stakeholders, peers, and managers setting expectations over a value proposition you created (managing a project, delivering a task, reaching a goal). You are conscious of the size of your promises and failing to commit to them increases the delivery gap. The result: lack of trust, frustration, and stress...

Try to close this gap. Clearly understand the key needs of your customers; make clear and transparent promises; look for feedback loops for constant alignment.

![](https://storage.ghost.io/c/10/f4/10f4a52f-1b7d-4284-b66d-0fccfd9dc5da/content/images/2022/12/sign_CRG2.png)

💡

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