Terry Golesworthy - What we found was that more e-mails were being answered...

What we found was that more e-mails were being answered than previously -- 95% of all e-mails are answered from the travel industry, which is very high compared with other industries, where we typically see 75% answered. And last time, only about 91% were answered, so they're getting there. But the overall quality of e-mail responses has gone down a bit. We deemed about 68% of the e-mail responses were very helpful and relevant and addressed the question specifically, but that's gone down to just over 50%. Some companies have systems in place so they can answer questions well and they can answer them quickly, but what we've [generally] found is the quicker the response, the better the response.