I don't think we have a reference study to compare to, but we knew we were under significant difficulty at the time. We were taking away from our area counsellors in answering questions, and we now know 70% of the questions would be answered satisfactorily without the need for the valuable time of the area counsellor.
You're quite correct, sir, in pointing out that people get very comfortable dealing with the people they're familiar with, especially as they get older. We've tried to put the best balance we could into the system.