On the occasions I've had recourse to speak to Paul - I've always found him extremely helpful - hence the rating for customer service.
A couple of points. You're proactive only in as much as I'll get emails re products - would much prefer to speak to a real person.
I'm not educated about the areas I've rated 3 stars. Your definitely not bad otherwise I wouldn't be with you. But I run a consulting business that takes all my time focused on my customers. I don't really stop to think about VFM comparisons, product quality, satisfaction. It works so I'm OK. Could I be delighted - possibly - but I don't have any bench mark and in the absence of a real person, educating and helping me spend more money on value added services with you - I remain OK.
Hope that helps.