14 · ACTION
Turn the diagnosis into an operating agenda.
Six proposed initiatives. A 12-month sequence that puts measurement, ownership and reliable handoffs first.
Explore months 1–12 · swipe horizontally on smaller screens.
PROPOSED IMPLEMENTATION123456789101112
RECOMMENDATION · Proposed foundation
Formal SERVQUAL Field Studies
Network telemetry cannot directly measure empathy or assurance, and the supplied instrument leaves expectation and construct-validation gaps.
Repeat measurement in months 10–12.
Dependency
Agree on questionnaire wording, expectation measures, sampling design and construct validation before fieldwork.
Expected KPI
Proposed KPI: sample adequacy, construct reliability and clearly defined perception and expectation measures.
Intended strategic impact
Intended outcome: a stronger basis for judging service dimensions and choosing interventions.