All contractors believed we do a good job of providing customer service overall. People seem to care and want to make the process easier. People who think the service is not good are generally those who want us to do something we can't do. They want personal attention but our volumes are so high that this is practically impossible. More empowerment would help.
Little problems have to get big before they are addressed.
It's necessary to go through a lot of steps for systems changes but this is not necessarily bad. Although working with ED is great, ED is sometimes its own worst enemy when working across contractors. Contractors are told not to talk to each other without ED present . Contractors are not sure shy. CAMS appear adversarial to contractor operations and are not helpful in resolving problems.