Professor Philip Lane:

If the Senator will excuse me, given the amount of information we have accumulated on consumers, the flow of information we get every day through the public contacts unit or through letters to me, it would have been redundant and wasteful to take a step which we take every day, namely, listening to consumers. We know, and I do not think there is any lack of insight into, the fact that consumers are deeply unhappy with how they are treated. If the Senator can share we me what he thinks was missing in terms of-----