Damien is “In A Pickle.” His organization’s delivery stats tell them that they’re doing quite well. But when they do customer survey data, the customers don’t think they are. So, Damien wants to know why there is a discrepancy.
The problem here is perception. The internal perception is shipping is going great, but the customers’ perception isn’t. If perception is reality, they have two realities—only one matters.
Can you guess which one it is?
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