There is one set of data that has more visibility than all the other KPI’s (key performance indicators) combined. That one set of data is, how does the customer rate our performance? We can have outstanding KPIs and at the same time a mismatch of customer expectations. At the end of the day customers make decisions on their view of their experience, not ours. When you visit with us, we will be happy to share what these KPIs are, how they are measured, and how we drive improvements as a result. At the end of the day it is more important for us to understand how you think we are doing, instead of how we think we are doing.