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We do not process such information yet, however we do keep a record of all queries on file. It is something that has been on my mind for some time. In the past we have not sought to advertise the NTSMR, this is now under review. However the internal and external queries are steadily increasing as word about the NTSMR spreads. I am currently writing a services policy docunent... (has anyone done this?) Evidently in due course we must look into customer satisfaction both internally and externally. I would also be grateful for any pointers on this. Cheers Jason A. Siddall The National Trust Acting SMR Manager %%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%