We take great pride in the quality of care and attention we provide to your pets, as well as to the experience that you, our customers, take away from each visit to a Best Friends Pet Resort. So, we place a high value on customer feedback because your comments and suggestions help us to continually improve the quality of our care and service.

One way we encourage regular feedback is through customer satisfaction surveys. These surveys, which are mailed out to several thousand customers twice each year, ask you to evaluate us on how well your pet was treated, whether Best Friends offered good value, and whether you were satisfied with your latest visits.

Our latest customer satisfaction survey was mailed to customers who had visited a Best Friends within the prior month. Almost 2,000 customers took the time to respond.

That level of customer feedback is extraordinary in any business, and shows just how important pets are as family members. It also tells us that you want the best possible care for your pets, and are willing to take the time to give us comments and suggestions.

It is gratifying to us that 95% of the customers who responded to our questionnaire said they are so pleased with Best Friends services that they plan to visit us again. But we will not be satisfied there. We are committed to being the very best in our industry and that means meeting your highest expectations for quality care for your pet. So we encourage you to be demanding and tell us how we can serve you better.

Here are some of the other findings of the survey:

• On "Treatment of My Pet", customers gave us a strong rating of 1.4 on a scale of 1 (excellent treatment) to 4 (poor treatment).
• On "Value", customers gave us a rating of 1.9, again on a scale of 1 (excellent value) to 4 (poor value).
• On "Overall Satisfaction", customers gave us a rating of 1.5 on a scale of 1 (excellent) to 4 (poor).
• Our thanks to all of you who responded to the survey and to those who have offered your input in other ways — by chatting with a customer service representative, filling out a report card, or sending in a comment or suggestion.
  
  Keep up the feedback. We're listening.
  
  Dan Charleton
  Chief Marketing Officer, Best Friends