Mr. Gerry Mallon:

We conduct extensive customer satisfaction surveys. I mentioned us wanting to be No. 1 in customer service, trust and advocacy. The advocacy aspect is important to us and we measure it primarily through a net promoter score. We use extensive surveys of our customers and customers of other banks to understand what proportion of those are happy, unhappy, the differences between the two, how we stack up against other banks and where we need to work harder. A great deal of analysis is being undertaken to understand what we can do better. We conduct follow-up surveys among customers who visit branches in which we ask them for specific feedback on the activities that they have undertaken with us and how well we have done.

These are done on a sample basis rather than everyone being surveyed. It is probably only a matter of time before everyone is surveyed.