On the University of Michigan's Customer Satisfaction Index, the IRS scored a 65. That isn't exactly news, except for the fact that America's airlines scored even lower - a 63, which is two points less than last year and the lowest it's been in six years. "The process [of cost cutting] took so much out of them - they may have cut beyond the bone," said Claes Fornell, director of the University of Michigan's National Quality Research Center. The lowest-scoring airline was United, at 56 (from 63 points last year); Southwest had the most at 76 points (two more than last year).
Apparently the industry has to be in trouble when the American public likes tax collectors more than the airlines...
