Karyn
You actually READ the answers??
no, he said "we're working on it." I take that to mean they've hired 10,000 Chinese immigrant children to read and interpret each survey, then they use monkeys to collate and filter the results into usable data (in music production terms, think: compression). Once placed into appropriate categories, they redistribute back into a set of work instructions which are flowed down from the top to bottom (think: dynamic range expansion).
so basically they end up where they started...