I suppose it had to happen sooner or later. Following the advice of a friend I have tried on-line shopping - from Sainsbury's as that is where we usually shop.

I found it easier than I expected as I was able to find groceries by typing in a shopping list, choosing "aisles" or using a find facility. It remembers my orders for next time to make the next order easier. Somehow it seems more exciting when the goods just arrive at the door.

They were a bit late, so I gained a £10 voucher. Then we gained another one when they had to make a second trip to deliver omitted wine!

Toni and I enjoyed a random night out last night dancing and listening to music in one of Bristol's up and coming venues. One of Toni's colleagues is the lead singer in the group The Love Vultures and they were playing at The Blue Lagoon on Bristol's Gloucester Road. Good fun. You can listen to some of their tracks on their web site.

I'm impressed by the the Ecclesiastical Insurance Group. I recommend them for good insurance (cars, household, etc.).

I sent in a letter and customer survey form after my car was repaired after a recent accident. The manager in charge of motor claims telephoned me yesterday to talk it through and to discuss his ideas for improving their service.

I had already deduced that they are serious about listening to their customers, as their survey form is very impressive, including general but valuable questions about how customers perceive them that key into their firm's values.

This contrasts with the lack of interest shown by Monarch Airlines (is this Britain's worst airline?) who have still not replied as they promised to my letter, and a coaching supplier that I am linking with who also does not seem to like criticism.

I wonder whether I should ask firms whether they are interested in improving performance, and interested in what their clients have to say, before I write in full?

By way of completeness, Barclays Bank eventually worked out that the messages sent by their order line were not being received by their fulfilment office, apologised profusely, and then deluged me with the envelopes I had ordered. I think that is a good outcome. Hopefully they will modify there system so it detects such errors, and introduce a more accessible escalation process!