"No complaints thus far" - probably the most detrimental measure of performance.
At my dentist's office, patients can collect their signed insurance claim forms three working days after their appointments. So, for each visit, I'd actually end up visiting twice. It has been that way for over 15 years and they've had absolutely no complaints about it.
But why not?
As customers, we complain when we care enough. Truth be told, we often don't do either of the two.
When there's no commitment and other options are available, it's way easier for us to just unsubscribe, unfollow, cancel and switch, all in peaceful silence. We do it with mobile networks, banks, motor insurers and anything that fails to evolve as quickly as our preferences do.
We didn't complain about raised keyboards on our mobile phones. We didn't protest (pre Covid-19) about schools that couldn't offer virtual teaching.
Remember this... Fast becomes way too slow when instant shows up. Satisfactory becomes poor when good becomes great.
Never wait for customers' complaints to trigger your improvements. Get crackin'!!!
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