Yep, my company used to be know for service quality. We've seen an increase in negative feedback. The response from management is that it's only a small percentage, so it's nothing to worry about and that we'll focus on AI instead.
It depends on the industry but a lot of the concern over service quality was always "cargo cult" management than anything really rational. Google (Alphabet) has been enormously profitable for decades despite the fact that their customer service is famously terrible or nonexistent (unless you're a whale of an advertising customer). Most of us don't make purchasing decisions based on service quality.
