I love this. It feels like only in America (perhaps Canada, Aus/NZ, and parts of Northern/Western Europe?) would a company cop in direct terms to screwing up and needing to do better.
There's little (but not zero) PR-speak here and little (but not zero) passive voice or blame on uncontrollable circumstances: it's a decent enough post-mortem.
In most countries, especially in East Asia or central/Eastern Europe, I never see companies say in public "we messed up and here's how". It's always caused by acts of god, unforeseeable industry conditions, etc. It's never mea culpa.
But speaking of Canada, it'll be a cold day in hell before Air Canada ever admits to being the worst major airline in the developed world.
There's little (but not zero) PR-speak here and little (but not zero) passive voice or blame on uncontrollable circumstances: it's a decent enough post-mortem.
In most countries, especially in East Asia or central/Eastern Europe, I never see companies say in public "we messed up and here's how". It's always caused by acts of god, unforeseeable industry conditions, etc. It's never mea culpa.
But speaking of Canada, it'll be a cold day in hell before Air Canada ever admits to being the worst major airline in the developed world.