Two particular areas for customer service development I think: (1) During my phone conversation pre-purchase, it should have been made crytal clear that the £70+ I would be paying was for a YEARLY subscription for the upgrade to Sibelius 8, and not ownership of the software purchase. (2) When he delivery arrived, there should be a documentation of what (eg technical) support I would be receiving during the year's subscription, and not just an invoice/receipt (I cannot claim an invoice against tax, only a receipt and the documentation does not make that clear). On the positive side, I thought the technical advice given by the gentleman was very good, although I sensed he was less confortable with "pushing the sale". In such a case why not have another staff-member who could handle all sales questions? Let the technical gentleman handle all the technical discussion which was very good) and say "Ah that's a sales question, and I'll can pass you on to our sales team. In the meantime is there anything technical I can help you with further?" Please don't assume that the would-be customer has read all the details on your or Sibelius' website and has digested it all. Even if hey had (which is highly unlikely) they would still like to hear it direct from you, the people they are going to buy from. Hope this helps. .