This email is a prime example of how not to get realistic feedback. If you choose the link that says that you need improvement, as a user I am taken to a contact us form so I can do all of the work to tell you what you need to do to be better. However If i select the "exceptional service" link this goes to a third party that I am guessing the same people are not seeing the good and the bad responses. If you even get any that are helpful. There is a lot of room for improvement in your process from start to finish. Too much to list in this format.