Most chief executives boast about the customer service levels for their companies. However, research studies indicate major gaps exist in the perspectives of the company’s customers regarding their satisfaction levels. As the business owner, you have the responsibility to test the accuracy of the reported customer satisfaction levels. Have you called the help desk for your organization and examined the responsiveness of the staff? How long is the wait time for customers to connect with the agents? Have you visited your retail locations or field teams to assess the climate, and interactions with your customers? If not, what fears and blind spots are holding you back?