GAP 4: Overpromising— From the research its found that both from customer and the provider, respondent think GP promotional offers are too complex to understand and on this subsequent people get confuse, also another opinion came from provider end that that duc to the sales target sometime CS agent or sales team convince the customer in a ways that later customer assume il as overpromise or think GP giving overpromise that not match in the reality. In addition the research showed customier’s education level also mislead, in some ease for example though there is a big number of customers are illiterate so sometime a portion of customer don't understand about a new offer or promotion while they get it throw SMS or paper advertisement, evermore sometime mismatched a VAS service with the promotional offer so at end whatsoever the problem behind but frequently criticism raised that GP propose overpromise. Service Delivery | | External Communications to Customers GAP-4 48CHAPTER 6 Suggestion’ Recommendations