Are "service efforts" meeting buyers expectations?

The question: Do 'service efforts meet buyers expectations'?

"Just 40% of consumers say companies frequently or always meet their service expectations, according to Accenture's survey of more than 5,000 people in 12 countries. That's down from 45% in 2008 and 53% in 2007, the consulting firm says."

Source: Accenture 2009 Global Consumer Satisfaction Survey.