[Hexley]

In the service industry, below 10 is a serious problem... doesn't matter if it's a 9. It's a disconnect between a customer thinking "an 8 or a 9 is fine." and a company thinking "a 10 is all we want to see."

I've been in a position where I have to call anyone who rates low, many of them were shocked I called "well I rated 9 out of 10, why do you want to hear from me." "Well sir, what prevented you from rating 10?"

If you haven't been on both sides of it, not easy to understand it.