80% Is the New 100%

According to one AT&T rep, the most you should hope for from their DSL service is 80% of the maximum speed you’re paying for.  That’s the level of service they’re content with.  The problem is, businesses never improve by aiming low.  If you’re happy with 80% customer satisfaction, that’s what you’ll get (if you’re lucky), because that’s your target.  If you’ll accept a 95% accuracy rate, that says you’re happy with 5% inaccuracy.  Whether it’s the quality of your products or the caliber of your service, where do you set the bar?  Perhaps more importantly, where do your competitors set theirs?