I work for a local non-profit cooperative ISP in Patagonia, Argentina, we were (and still are) for the last 2 years trying to implement quality policies in order to improve social approval in the city. Many people (in fact, I don't know how many, but they speak quite loudly) think our cooperative delivers very bad service, even while we give personalized tecnical and commercial support, and an over-the-average quality of internet connection, compared to the big private ISPs which serve most of the country. Thanks for sharing the experience from USA, it very interesting for me to notice how this is a globalized problem, even for the biggest countries.