Its pretty simple, they proactively ask for feedback from customers and take feedback seriously to ensure the service is consistent is of quality.
Yes, WL may deliver outstanding service in the 1st month but what about the 2nd,3rd..?
By asking for feedback not only does it ensure the service levels are maintained at a high standard but also makes us customers feel like we are valued.
They do have a page on their site about recruitment...seems like they offer good mulah and ensures WL are well looked after...