re: What does a pencil have to do with it?
That question explains a lot.
Why are telephone and cable companies consistently ranked lower in service than almost any other? (Hint, it's not just because everyone uses them)
I don't know. Got a link to the surveys? I do know I have a lot more choices and capabilities than I had back when both businesses were government-mandated monopolies, and that's not all just new tech.
How do government services generally rank in the ratings for customer service? Believe me, there's nothing that cramps service like knowing the customer has no other choice at all.