well hold on now, they might have kind of a fucked up point if the metric for quality of customer service is strictly defined by customer retention.

most of the isp customer service I've dealt with explicitly tries to make it hard to cancel and swap services. if that has stopped enough people from switching then the goal is met. it may not be our definition of what good customer service is, but they didn't define that. strictly speaking, they're not technically wrong to say that some customers are still there because of their customer service.

not trying to defend them, just trying to guess what they might use to support their argument. it's disgusting and shitty either way.