"What unfortunately happens is we have about… 350 million interactions with consumers a year, between phone calls and truck calls. It may be over 400 million, and that doesn't count any online interactions which are over, I think, a billion. You get one-tenth of one-percent bad experience, that's a lot of people — unacceptable." – Comcast
Hmm, I have a feeling that more than 0.1% of Comcast customers have had a bad experience with them. If they start from the assumption that their customer satisfaction is 99.9%, they will probably not succeed at fixing the problem.
Makes a good sound bite though.