enough information to make informed decisions when responding to customer complaints. They usually have to get the manager involved, or it results in a negative situation. What gap would this be considered?

Delivery gap $-$ Evergeen has good standards for handling complaints in place, but simply no one is following them.

Knowledge gap $-$ Evergreen employees and management have no clue what customers want or need.

Design and standards gap $-$ Evergreen knows what customers want, but have not set a standard for how to handle complaints to meet their wants and needs.