This week I received the ‘fresh from the press’ 2010 report from MarketResponse for the most customer friendly company in the Netherlands. This was the 4th consecutive year for this research and I was truly interested in what new discoveries it would hold. The report begins with a high level summary of the results; industry wide the average was 7.66 (out of 10) for customer friendliness. Telecom (includes triple play providers) organizations scoring the lowest with 7.19 and home shopping stores the highest with 8.02. No big surprises there as the customer frustrations with the telecom industry are known and readily available for your viewing pleasure on programs such as Radar, and more recently Twitter (i.e. Youp). What was surprising to me was that they scored 7.19. Considering that everyone I know in my personal network can tell their own horrifying customer service story with a Telecom company I was expecting an overall lower score than 7.