My church has approximately 3,000 members and "regular attenders." We have nine pastors, all of whom know me. I am closer to a couple because of the ministries with which I am involved.
I could have come and been anonymous every Sunday, never venturing to be a part of the congregation. But that wouldn't be the pastor's fault.
I think you have missed the point. It is not whether a single person never knows the pastors; it is whether or not a system of church building is specifically designed to create a congregation of anonymous people. And, by admission from the survey that Hybels conducted, he set out to specifically create a church which would allow people to be anonymous.
I also disagree that it is not the pastor's fault that people never venture to be a part of the congregation when the very definition of what it means to be a part of the congregation is to be anonymous. The pastor is responsible for the people over which he has been given charge. This is one of the points of the Hebrews 13 verse. This is impossible with the Hybel's style of seeker sensitive churches.
I've actually been a "member" of a church that had absolutely no church role. IOW, the only requirement to be considered a part of that church was to show up. Of course, that makes church discipline impossible, but that is for another thread, perhaps.
In the service of the Lord,
Christian.