Donohue said it was a bad idea because the costs would simply be passed on to consumers.
VOA: standard.2010.01.12
Actually customers have concluded that already: that CMO Council survey also asked customers what their expectations were when they complain to their carriers about an issue. 29% of the respondents said the company simplywould not care and another 16% said the company would not address the concerns of one person out of a million.