How America stopped caring about quality and learned to embrace 'customer satisfaction'

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A distraught guy in between survey faces

Nick Little for BI

All I can really say about the appointment at my kid's allergist is that it occurred. We waited weeks to get in, got some tests, received a diagnosis and a treatment plan, had a weird insurance thing that wasted our time. American healthcare took place.

Then I got a survey. 

Walmart and Target are gaining ground on Costco in customer satisfaction

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Costco Wholesale.
Costco remains king in 2024 with a repeat score of 82 in the annual American Customer Satisfaction Index for general merchandise retailers.

Tim Boyle/Getty Images

A customer angry about the 'poor' quality of his $32,000 kitchen parked a tank outside the store. It's been there for a month.

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A zoomed-in stock image of a tank's tracks.
A zoomed-in stock image of a tank's tracks.

George Pachantouris/Getty Images

An angry customer parked a tank-like self-propelled gun outside a store in protest over the 'poor quality' $30,000 kitchen they built him

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Wickes DIY shop store, Martlesham, Suffolk, England, UK.
Wickes DIY store

Geography Photos / Getty

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