So what we've got here is a quick snapshot, and then what I then do is, on this next slide, is deep-dive into specific areas. There are some negatives around queue management, opening hours and delivery. So, as a business, if we want to create a more positive customer experience, these are the areas we should focussing on in the next 30 days. And we do.

That's where this next slide comes in. So, we saw that there were 23% negativity around queues. So what we then did was deep-dived into some of the comments associated with that. We found a particular trend in our Old Street branch, which is a branch in central London, and we noticed that between 5--6pm, there were 6 people tweeting about queues. They were quite emotional tweets, including a really good picture, which is just brilliant, because you just don't get this kind of raw insight from other channels.

So what we did is, we looked at this, and thought OK, these collectively are having an impact on our broader sentiment here because we look, each day, at the positive, negative and neutral sentiment, we can see that collectively these are having a negative impact on our brand online. We've got direct contact channels with the Heads Of in departments, so with the insights that are on this slide we're able to say to the Head of Network at the time "look, something isn't quite right here". It's having a bad effect on our overall brand sentiment, and we need to take action here because our customers are suffering.

So, a few emails went back and forth, and the outcome of that was a compelling story for the Head of Network to justify adding extra hours into branch as soon as the next day through overtime. That was amazing because we took action on social data, and for me that isn't something that's done a lot of the time. More permanently, the Head of Network also spoke to the Area Manager, who then looked to make more permanent plans around changing the staffing hours to match the customer flow for that branch. And with that data, we were able to see a decline in negativity surrounding queues. And with this data going to Exco, this told a very good story - not just in terms of brand help, but the story of taking action and listening to the customer.