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Supermarkets, Packaged Food Companies Top National Customer Service Poll

ROCHESTER, N.Y. - Supermarkets and packaged food companies top the list of industries that scored the best marks for serving their customers, according to an annual Harris Poll ranking 15 industries on how well they serve consumers.

Fully 87 percent of the survey's respondents believe supermarkets do a good job of serving their consumers, while 77 percent said the same of packaged food companies.

Next on the list come airlines, at 74 percent, followed by computer hardware (73 percent), banks (73 percent), and software (72 percent) companies.

At the bottom of the list, only 30 percent think tobacco companies and managed care companies do a good job. Oil companies, with 32 percent, are only marginally better.

The Harris Poll was based on a survey of 979 adults surveyed by telephone between April 8 and 15. The polling organization said the substantial changes between 2003 and 2004 concerned airlines, which fell very sharply in 2001 but have bounced back, going from 64 percent last year to 74 percent this year. The airlines' score depicts a 23 percent increase since the airlines' lowest number, 51 percent in 2001.

By contrast, oil companies have slipped 10 points this year, from 42 percent in 2003 to 32 percent, a decline of 32 percentage points since their best number, 64 percent, in 1998.
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