A customer quality-assurance system is a critical component to a successful business. It feeds information into the business plan about potential product and service developments as well as ongoing customer-satisfaction improvement. By reacting to customer complaints and suggestions, and by proactively asking customers about their experience, businesses can stay ahead of their competitors and prevent small problems from growing. Such a system will make the Black Belts’ jobs easier, because it will give them a more accurate transcript of the voice of the customer, leading to projects with bigger payoffs. A company that’s serious about listening to the customer, as opposed to plugging its ears and saying, “Nyahh, nyahh! I’m not listening!” is a company that can deploy its resources to increase those satisfaction metrics that align with its success.