Mr. Chair, thank you for that question.
I do appreciate the question because customer service is very important to CMHC. I'm very disappointed to hear about the recent experience the MP has had with CMHC. There's no doubt that CMHC has been out of direct housing delivery for many decades. There were many lessons learned, especially in the early days of the delivery of the national housing strategy.
We have made very dedicated efforts to improve our delivery. We've cut our delivery times by up to 50%. We do survey our clients at every step in the application process. We measure client satisfaction and their feelings about the efficiency of our process. We have a feedback loop to make sure that any criticism or feedback is acted upon. We reward our employees on the actual value of these scores.
I'd like to explore some of the specific instances of very bad client experiences that are cited here. Just looking at CMHC delivery as a whole, it's not to say we're perfect, but we're measuring the feedback that we get from our clients and acting on any disappointments or dissatisfaction with our services.