Wal-Mart's service has been sliding for many years, according to an annual survey conducted by the University of Michigan. The most recent information from Michigan's American Customer Satisfaction Index shows Wal-Mart dropped to a score of 72 last year, down from 81 in 1995. Many of Wal-Mart's workers feel outright hostility toward the company, and, by extension, they often treat customers with indifference or worse.
source: Business Week
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