We initiated this process back in 2011, and at that time, we were happy to be averaging mostly in the "8 range" - with a couple 7.5's here and there :(
Rather quickly, we internally began to shift our conversations - we began talking about how to give our clients 9+ service. What would that look like? Could we really get there? We figured if we got a 9+ average, we were doing something truly exceptional within our industry.
Well, skip forward 4 years later, with a lot of hard work and action planning under our belt, we are proud to show our metrics for 2014.
As you can see, we have not simply hit 9 many times during the month - we have actually averaged over 9 each and every month of 2014.
We are very proud of our team. This is no small feat - especially with technology systems that can encompass many separate systems working together, and hundreds of thousands of lines of code. They have accomplished much because of their month-over-month attention - meeting to review projects, asking clients "how to be better", and taking action. Generally, just raising the bar every day - one step at a time.
As always, we thank our customers for being open and honest with us. You make us better - and we very much appreciate that. Without your valuable feedback, we cannot improve. So keep it coming.
Onward and upward! Here at Traction, we won't stop until we hit solid 10's for the entire year!