Thank you for that question.
The first thing I'd like to do is apologize on behalf of CMHC for the difficulties that your constituents have had. CMHC had not been in the business of providing direct delivery of housing, so definitely in the initial phases of the national housing strategy there were lots of growing pains and lesson learned. I just wanted to start off by offering my most sincere apologies for some of the things that you described.
Having said that, we have learned a lot through our experiences. We do survey our clients on an ongoing basis, and we take that feedback into account in improving our processes. For every transaction, we measure what's called a “net promoter score”, which is basically a measure of a client's satisfaction with the process. We've seen a gradual improvement in that over time, and we're actually quite pleased with where we are right now.
We've learned a lot, as I mentioned previously, from things like the rapid housing initiative. I think that program was rolled out very quickly, and it's our intention to make sure that the standard that was established in the rapid housing initiative be implemented in other programs going forward.
This is not to say we're perfect. We continue to be a learning organization, and I really appreciate your bringing these types of issues to my attention so that we can continue to learn and become better. Thank you.