Do you make the most of your service failures?

Do you make the most of your service failures?

YesNo
Do you have a complaint log, where you are registering comments, suggestions and complaints from you customers?
If you have a log, do you read and analyze it regularly?
Is your staff afraid of reporting complaints to you?
Does your staff attempt to hide, if they make mistakes?
Is your staff encouraged to discuss failures with you and colleagues?
Do you have a procedure where you recognize customer who are delivering useful inspiration?
Do you have compensation procedures, if you make mistakes, and if the customers complaint?
Have you ever transformed the learnings from a complaint into a new procedures, processes or services in your company?