The first and the most fundamental gap that may exist is between customer real expectations and managers perceptions of those expectations. This gap reflects management is lack of knowledge or understanding of customers. While there may be many reasons for this lack of understanding, it is clear that no beneficial customer satisfactions platform can be established without a thorough understanding of customer expectations, how they are prioritized, and how they are formed. Since sales typically has the major responsibility for customer interactions, knowledge regarding logistics expectations is often difficult to obtain