Improving service delivery is about more than serving the customer. It is about making sure that the customer CAN be served. Too many times I see organizations sabotaging their customer service workers by providing them with a service that is impossible to deliver. While you can measure customer dissatisfaction at the door that is not where it begins.
In some places bad service is a novelty, but even in those places the product exceeds expectations.
(At Bullocks I couldn't pass up either product so I had both).
...in fact sometimes the product is so appealing that you can opt for no service at all.