Making the Grade at Charlotte-Mecklenburg

“Right now, we’re scoring a 99.8 percent across four key areas. But we don’t sit back and feel good about that, because when you score a 99.8, you can still get better—but there’s a lot of room to fall, too.”

It’s a blind survey—the comment cards are handed to customers and they are returned to the shop through the mail. There are four questions: