I am very happy with the MS/QA program. Since we do not have a QA department, Cheryl has been my “ears” and she has escalated several critical issues to us…the ARC staff is very friendly and flexible too. One of our best mystery shoppers is a man who is homebound due to a disability. He is very focused on helping us figure out how to be better. He even has coached the reps on how they can escalate issues to their management team.