Zones of tolerance charts

A tool used by the companies in order to compare the data collected on dual expectation levels by consumers— desired service and adequate service—along with performance data. This information can be conveyed on zones of tolerance charts in which perceptions of the company performance are indicated by the circles, and the zones of tolerance boxes are bounded on the top by the desired service score and on the bottom by the adequate service score. When the perception scores are within the boxes, the company is delivering service that is above the customer’s minimum level of expectations. When the perception scores are below the boxes the company’s service performance is lower than the minimum level, and customers are dissatisfied with the company’s service.