Provider Gap 2: The Service Design and Standards Gap 1 Poor 10 = Excellent 5. Systematic Service Design How effective is the company's service development process? How well are new services defined for customers and employees? 6. Presence of Customer -Defined Skills How effective are the company's service standards? Are they defined to correspond to customer expectations? How effective is the process for setting and tracking service quality goals? 7. Appropriate Physical Evidence and Servicescape Are the company's physical facilities, equipment, and other tangibles appropriate to the service offering? Are the company's physical facilities, equipment, and other tangibles attractive and effective? Score for Provider Gap 2 (Total Scores for each of the above categories) Provider Gap 2: The Service Design and Standards Gap 1 Poor 10 = Excellent 5. Systematic Service Design How effective is the company's service development process? How well are new services defined for customers and employees? 6. Presence of Customer -Defined Skills How effective are the company's service standards? Are they defined to correspond to customer expectations? How effective is the process for setting and tracking service quality goals? 7. Appropriate Physical Evidence and Servicescape Are the company's physical facilities, equipment, and other tangibles appropriate to the service offering? Are the company's physical facilities, equipment, and other tangibles attractive and effective? Score for Provider Gap 2 (Total Scores for each of the above categories)