It's especially in the area of active offer that we've made significant improvements. Since there is employee turnover, that is to say that since some employees arrive and others leave, it's absolutely necessary to remain watchful and not to stop trying on the ground that we've received a good rating. We have to put the emphasis on needs. We need a lot of time and work to get a good rating, but it's very easy to lose it.
On March 1st, 2011. See this statement in context.