Agree: Unhappy customers = less business.
Today is extremely bad. Just now there was a gap of 1.5 minutes between two ticks. Next print was for 1000 contracts... at a price 9 ticks higher than the previous.
IB, I would frankly expect you to send us customers (valued such?) a private mail explaining what the problems are and how you are working on fixing them etc. That is, of course, if you do care about keeping your customers.