Tax office scores higher customer satisfaction than airline
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Isn’t it amazing that a recent opinion poll highlights that US consumers are more satisfied with the customer service delivered by the IRS than by airlines. The IRS scored 63%. 1% higher than the lowest scoring cable and satellite TV companies and 2% lower than the IRS. How can the tax office, grabbing the tax dollar, be rated higher for customer service than the airlines which in many cases are offering a leisure service?
It is perhaps because the IRS is viewed as a necessary evil and there are no expectations of great service whereas if you’re flying on a leisure trip you have connotations of a pleasant experience?
In the UK there is an acceptance that is you fly cheaply with a low cost airlines you have no illusions of good customer service but are fairly willing to accept this to in order to get your cheap flight. Does Ryanair spring to mind?
However I don’t see why this has to be the case. One of my biggest beefs with Ryanair is the scrum to board. I don’t see that it would cost more to allocate you a seat during the booking process. Ryanair are also criticised for unfriendly staff, if you’re at work anyway why not be pleasant? I think it’s more of a management stance of disregard of customer service, which filters down to company culture.
What’s your opinion, do you think that the tax office offers a better standard of service than the airlines?
