here is what it is: the HEARTS program is to help CSR know how good of a sub you are without going Thru all of your DIRECTV history. you can call and ask how may HEARTS you have, I have 3 HEARTS so I am a "average" sub so they may not go out of there way to keep me if I call retention. oh and you can call any CSR and they will let you know how may HEARTS you have. it is based on length of service. pay history..etc... most amount of Hearts a sub can get is 5. and how do I know all of this I ASKED.