According to Eliyahu Goldratt, in his popular business book, The Goal, the goal of an individual or organization should not be defined in absolute terms. A good definition of a goal is one that sets us on a path of ongoing improvement. We are committed to being a company with continual improvement as a value, and your feedback is valuable in this process.
We have begun a tracking process of all issues and concerns that we hear from our customers, whether directly from the customer, or indirectly, as discovered internally by our employees. These points of feedback are put into a database, and then a process of root cause discover takes place, which leads to corrective action. This allows us to categorize and set initiatives and priorities for continual improvement. It also allows us to be aware of what we are doing right, so that we can do more of it.
As a leadership team, we believe in continuous improvement towards a first in class customer experience. The customer experience is everything to our business, so please let us know when we are failing to meet expectations, or exceeding expectations.