Wachovia ranked first for customer service

Its not often that a large corporation, so poorly managed receives awards for customer service--perhaps something was right after all. Wachovia, who has recently been purchased by Wells-Fargo, has received top ranking among U.S. banks in the American Customer Satisfaction Index. According to Birmingham Business Journal, although Wachovia led the banks for customer service in the last eight years, its score fell to 76 from 79 in 2007. The bank scored 79 in 2005 and 80 in 2006, on a 100 point scale.
Can customer service be outstanding even when business is failing?