Ms Adrienne Murray:

We have not yet spent money on formal customer feedback, but it is part of our plans. For now, we take feedback from the ground up, by way of customer telephone calls, our participation at different events and so on. We proactively ask customers where they heard about us and how they are finding the process. The website now contains a section on frequently asked questions. It took a significant effort during the summer months to ensure we have a user-friendly and customer-focused website. On an ongoing basis, we take careful note of the soundbites in terms of what customers are saying about the process.

Returning briefly to the question of lending rates, if I may, we have found that when customers apply to Microfinance Ireland, their main requirement and priority is access to credit. The rate is not a deterrent or even a determining factor. For our customers, it is all about obtaining that vital small loan which will sustain their business through a difficult period. As I said earlier, we are not in competition with the banks and are not a substitute for the banks. For us, the objective is to provide a relatively modest amount to sustain a business and its associated jobs. Ultimately, when the banks are functioning again, they will be able to take over the business in the longer term.