You said that people didn't want a free newspaper. I hope you read the comments to realise that most people did/do want a free paper. It is dishonest of you to say this. In reality, I imagine you found it too costly. Don't dress it up with nonsense. Be honest. Times are hard. And as for the new offers available via a phone - how will your elderly customer base deal with that? It's a hassle to have to log in and find the offers when standing at the check-out with others waiting behind. Whose stupid idea was this? At least offers can be loaded onto the M&S card so it's done in one swipe. Didn't anyone research this? Or did your customers say that this is what they wanted in one of your pointless surveys?