I know I have covered this before, but why is it that when we carry out our own customer satisfaction inquiry, the percentage return is always higher than when the manufacturer does it, and the percentage who are completely satisfied is much higher?. Why is it that when we have given free hire cars, free car washes, free collection and delivery, free coffees, reduced MOT’s, budget services, free flowers, etc etc, that customers today do not get excited about the service we give?.