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Surveys, Mystery Shop, Complaints, and Written Notes

At first, when people are learning something new, many prefer not to keep score. After being first introduced to tennis years ago, we would take some old, lifeless tennis balls to a tennis court and volley, back and forth, for hours. One of us had played tennis before, but the sport was completely new to the other. We were challenged at first by hitting the ball, then by controlling our shots so that they stayed in the court. Then, it was learning to place our shots inside the singles boundaries. Finally, it was learning other strokes (the backhand, the serve, etc.) that would help our overall ...

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