... especially since using getsatisfaction is supposed to improve a company's customer service.

Their decision to create lots of "unofficial" support sites (e.g. http://getsatisfaction.com/gm - note that the "unofficial" is easy to miss) was also... controversial. Especially since companies had to pay quite a bit to take over this "support" forum.

According to the footnote, the numbers are compiled from a potpourri of external sources. That's kind of surprising to me. I would think that GetSatisfaction has grown big enough to run their own surveys.

I didn't see anything in the numbers that was a big surprise, but I don't trust the 68% leave because of the treatment they receive vs. 14% that leave due to dissatisfaction with the product or service. The numbers seem skewed toward GetSatisfaction's forte.