1. TallahasseeVoices is a pro bono internet survey panel sponsored by Kerr & Downs Research, which thanks media partners, WCTV, WFSU‐FM, the Tallahassee Democrat for covering citizens’ voices as expressed through TallahasseeVoices. Survey was conducted in November 2010; 593 of the 6,000 panel members responded. Results were weighted to reflect the demographics of the 90%+ local residents who have access to the internet at home, work, or school. Contact: Phillip Downs, Ph.D., Senior Partner, Kerr & Downs Research Professor of Marketing, Florida State University Founder, TallahasseeVoices pd@kerr-downs.com

2. TallahasseeVoices Survey on Customer Service W HO PROVIDES THE BEST CUSTOMER SERVICE IN T ALLAHASSEE ?* Publix is the number one provider of customer service – by a mile, followed by Chick-Fil-A. Conversely, Comcast is the absolute worst provider of customer service – by a mile, followed by Walmart & Kmart. Publix is named 6 times more often as the best customer service provider than the next most frequently named business! Comcast is named as the worst provider of customer service 4 times more often than the second worst firm. TallahasseeVoices tips its hat to Publix and Chick-Fil-A for a job well done in 2010.

3. TallahasseeVoices Honor Roll for Customer Service Publix Chick-Fil-A Capital City Bank Narcissus Capital Health Plan Tallahassee Memorial Starbucks (Kerry Forest Parkway NE)

4. TallahasseeVoices DIShonorable mention for poor service Comcast Walmart Kmart CenturyLink Dilliards McDonalds Burger King City of Tallahassee Utilities Florida Legislature

5. TallahasseeVoices Survey on Customer Service “Tallahassee ranks no better or no worse in customer service than other cities in the US.” Phillip Downs, Ph.D., Founder of TallahasseeVoices Is the customer service in Tallahassee: 31% - better than in other places 40% - same as in other places 29% - worse than in other places

6. TallahasseeVoices Survey on Customer Service Why some think customer service is better in Tallahassee “A lot of locals still have southern hospitality.” “A small city cares.” “I lived in LA before – anything is better than that!” “I was born in NYC; trust me, service is better here.” “The only other place I lived was Miami – that explains it all.” “People in this town are more congenial.”

7. TallahasseeVoices Survey on Customer Service Why some think customer service is worse in Tallahassee “All the servers are college students who don’t care.” “City & state governments are filled with lazy employees who could care less.” “Employers don’t stress customer service.” “Because of the low pay scale.” “Many service people are working second jobs and are stressed out.”