Every survey of buyers I’ve ever seen ranks price well down the list of priorities, lower than such things as quality, reliability, trustworthiness, location, convenience, etc. — yet the vast majority of advertising focuses first and foremost on price.
An organization that admits to its problems and accepts help in addressing them early is bound to get better results.
You must be sure that simple measurements aren’t misleading; that they reveal the truth, rather than obscure it.
The more profitable business decision every time is to spend the few extra dollars that it takes to provide superior customer service.