Not clear to me. Are we talking about:

Inflight service - 95% of the time I find the FAs to be pleasant and offer good service
Telephone customer service - response time is awful, but when you do speak to an agent, they are competent 80% of the time
Airport service - check in and gate agents are hit and miss, some are nice, some are nasty, a lot seem to have difficulty managing priority lines
Baggage handling service - atrocious 95% of the time
Concierge service - most concierges are competent, but are hamstrung by AC as far as capabilities go
MLL agents - most are helpful, some have attitude

So what do you suppose he/she was asking about?