Yet another correspondent was so displeased that one firm ranked highly that he sent us a detailed refutation of all of their marketing claims. What makes our study so important and useful is that it is rooted in the responses of a large sample of paying customers. Most of them have tried several services. All of them use the web as a recruiting tool on a regular basis. The numbers and comparisons between services can only be generated by an outside source.
Most customers only complain to the management when things are really bad.
They vote with their feet, not their opinions. Customer satisfaction is not something you can measure well by asking your customers directly. Take a look at the executive summary . Our top ranked service only received a 75 on a scale of 1 to 100. The median score was close to 50.