What is the type of information you're talking about then? Is it getting people in a room to do some kind of study that asks what it is about it they don't like, to get their feedback? I'm not talking about just the unsolicited feedback that you get from people who are entirely ticked off at their whole experience and they write to say they're not very happy. Do they go to the general public with questionnaires or something like that? Is that what's missing here?
