Many businesses have endeavoured to make comment cards available at all of their customer service outlets and a few are considering the feasibility of establishing customer panels on a pilot basis. However, some businesses have acknowledged that the response to customer surveys in the past has been poor, possibly reflecting the frequently voiced customer complaints of too much form filling. It may also be an indication that progress has been made and that customers are more satisfied with the customer service being offered.

On 1st July 2007 the smoke-free law was introduced in England with the aim of protecting employees in their places of work, and the general public in enclosed public places, from the effects of secondhand smoking. These law changes mean that all public transport and work vehicles used by more than one person must now be smoke-free, no smoking signs must be displayed in all smoke-free premises and vehicles, and staff smoking rooms are no longer allowed; staff who want to smoke must go outside. Local councils in England have the responsibility of enforcing the law but it is the legal responsibility of the managers of smoke-free premises and vehicles to make sure people don’t smoke. Individuals can be fined or prosecuted for breaking the law and employers can be fined if they do not display the no-smoking signs or if they allow smoking to continue on their premises