Communication · The expectation set · Element
The actual expectation
What customers say they expect, established by asking.
The part
What it is
The only reliable way to know what was promised is to ask what people expected, and the answer routinely exceeds anything the organisation intended.
This is also the number satisfaction is measured against, which makes it more useful than the promise itself.
The smallest level
The attributes it carries
Each attribute is one of the framework’s shared types. What a date is, and how it is written, is defined once for the whole model — the note here says what it means in this particular place.