A more than two-thirds majority of the CEO/business leader panel perceives the service quality of large companies as in decline. Very large majorities of panelists attribute declining service to the lack of impact of service quality on corporate success, the use of overseas call centres, and the unavailability of phone numbers or email addresses for senior executives.

Insurance companies earn a reasonably good grade for service, followed by banks. Both are seen as somewhat stable in the quality of the service that they provide. Airlines and telephone and cable companies earn poor grades. Overwhelming majorities of CEOs and business leaders on the panel perceive their service as declining.

These are the key findings from this past week’s Internet survey of CEOs and business leaders on the COMPAS panel. The weekly business survey is undertaken for Canadian Business magazine under sponsorship of BDO Dunwoody LLP.