Catalogers of the Year

The company also actively solicits direct customer feedback. For example, every outgoing package includes a customer survey, and customers who complete it get a $10 voucher good on future purchases. The surveys, says Faith, are designed to ask questions in a way to solicit constructive criticism, not just praise. Customers even are asked to rate, from excellent to below average, the customer service representative (CSR) with whom they dealt. “Anything below excellent is considered a failure,” he says.