The 98% figure that I mentioned comes from a client survey. Every two years, we conduct a client satisfaction survey. We have just wrapped up the most recent survey, which was conducted in 2010. We have not yet fully analyzed the results, but we have an overall picture of them. We surveyed 6,000 people. That is only 6,000 out of millions of people, but it is nevertheless a good survey. We surveyed 6,000 people who came into our offices, and we asked them if they were satisfied with the service and if they had been served in the language of their choice. Overall, 98% of respondents replied in the affirmative.
On March 8th, 2011. See this statement in context.