[1andrew1]

Three myths on this thread that need nailing:
1. Because one person has had great/terrible service, this is not necessarily representative of the company as a whole. Theone2k10 - despite his terrible experience - has been gracious enough to acknowledge this.
2. If you've had a bad experience with a company, learning that 95% of people have had a great experience doesn't make it any better for you. Some people may be tempted to ask Why am I unlucky?
3. Just because the independent survey results don't match people's own experiences doesn't mean that the survey has skewed questions. These are professionally-devised surveys with good sample sizes.