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Consumers Prefer IRS to Airlines

Americans apparently prefer dealing with the IRS than with airlines, according to a study put out by the University of Michigan (my alma mater).  The UM’s American Customer Satisfaction Index found that airlines scored 2 points lower than the IRS in terms of customer satisfaction (hotels only scored a couple of points better than the IRS).  United scored the worst of all US airlines, while Southwest scored the best (so much for no frills = no service). 

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