Similarly, in our contacts and our channels, we record every call. We also have a mechanism whereby we do speech analytics. If there are things we want to look at specifically, we can pull those calls out and have a look there.
In our branch channel, it's done mostly through coaching from their supervisor. As well, the volume of surveys we do—we'll do over a million this year—is such that each branch gets feedback, mostly on a weekly basis, as to the interactions their staff are having with their customers. It's very robust. This is something we look at for compliance reasons. More importantly, it's vital for us to do the things we need to be doing for customers.