There is an important consideration, namely, the active offer of services in French. You have no doubt been to places where there is a little sign that says: English-French. Your instinctive reaction is to ask the young lady behind the counter if you can be served in French or if she speaks French. If there is no sign, or if you are in an anglophone neighbourhood, you will most likely not even bother asking the question. So the active offer of services must be taken into account.
With respect to our survey, we do ask people if the offer was made to them to be served in their own language or if they had to ask for it, and if they did not ask, then why not?
I believe that it does indeed happen. When you go to the hospital, you are more worried about your health than you are about demanding language rights. That is an important part of the equation.
I will draw a quick comparison. Every year, 300,000 young anglophones come out of French immersion schools or are enrolled in immersion programs. These young people leave school without having an opportunity to speak French and they lose it. There are also francophones who feel that, in any case, they will not speak French because they are surrounded by anglophones. Communication is lacking and one group does not realize that the other group can speak the language.