The latest American Customer Satisfaction Survey by the University of Michigan will come as a pleasant surprise for the IRS. It shows that the public now loathes it less than they do America's airlines. In the results just announced, the airline industry received a customer satisfaction rating of 63, continuing its steady twelve-year decline. The IRS, on the other hand, received a 65 from individual taxpayers.I suspect the difference is that the IRS frisks us electronically, lets us keep our nail files, and even its worst berths in Leavenworth include a little elbow room and access to a toilet. The IRS doesn't care if, after they've fleeced us, we stand up and shout in pain. Try that on a Sarcophagus Airlines flight and you'll end up at the bottom of an air marshal pile.
Contrary to the common assumption that customer service is passé, some industries actually have seen a gradual improvement in their customer satisfaction ratings. The accommodations and food services sector has climbed over 5% in the past 10 years, to 75.7. Among fast food chains, Wendy's Int'l (NYSE:WEN) leads with a score of 78, while McDonald's (NYSE:MCD) comes up last at 64.
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