At a specially arranged customer forum, held on the eve of the World Mail & Express Asia conference and exhibition in Singapore recently, a number of major mail users highlighted poor service quality, particularly in terms of cross border mailings, as a significant factor affecting their businesses. The seminar brought together a group of major mail customers, including Readers Digest, The Economist, Health & Science Inc., McGraw Hill, MLA International Mailing, UNICEF and World Scientific, and represented a total annual spend on mail of some $66 million. Robin Parr-Davies, head of research and consultancy at Triangle Management Services, the organizers of the event, reported that the discussion always returned to the issue of the poor quality of delivery service being supplied across the region. "Price was, of course, never far away from the debate," he says. "But, it was primarily expressed in terms of value for money, and, therefore, the quality aspect was once again a key factor."