Many goldstandard providers of global logistics services do this annually. Each customer group will have three important perceptions: what service dimensions they value, how well your firm provides those functions, and how well your industry competitors provide these same services. The figure above shows how critical gaps are identified.First,we question customers on how important specific order placement and order receipt activities are to their businesses (these represent their valued service bundles).This is important not only for identifying where we must perform,but also acts as a cost