Yes. Very exhaustive on what you do. However the PERCEPTION is that you have a MAJOR IMAGE problem. You dismissed that as :- 'we should do a better job of promoting exactly how we do this. We aim to do this better in the future.'
My experience is that it is unrewrading to do any job whiher yourself-image / respectisn't there. How do your staff feel? Loved? Heroes? Valued?
May be it would be a double - whammy if you spent some resource on your image/understanding??