Bob and I are getting deeper and deeper into the review of systems and procedures. I have asked Ananth to start work on implementing changes to our intranet next week. Before we start this I would like to request feedback from you in relation to any frustrations you have with our service. I am very keen to make the next month of development, systems and procedure changes be a pivotal point in improving our services dramatically. Currently our complaints and issues in relations to problems and errors are around 2%. I want to see us improve this to be less than 1%. I would also appreciate feedback on our support people and how you feel particular people have or have not been helpful to you.

Bob and I will then take all the feedback and aggregate it to work out what needs to be done better in our systems, procedures and training to provide better service through our operations and staff. I do appreciate your time in providing this feedback. Please email feedback@m6.net . Thank you