We review all of our interactions. We have team members in a quality control role, in which they can review, listen to phone calls and grade our employees. We take a lot of pride. Our team likes to say they're serving those who serve. We take a lot of pride in how we deliver those services, and our team works very hard to ensure that nobody gets off a chat or a phone call without feeling that we've satisfied their need. We actually even track how often someone's issue is resolved in the first interaction.
We measure those things, and while they are quantitative, we truly believe that our quality assurance team ensures that the members go away satisfied with the answers and with the support they're getting.