The good experiences don't especially matter in evaluating the quality of a support organization, the outliers do. It kind of goes without saying that any support organization will not completely hose everyone who calls. Most cases are easy, most people on the front lines know what they're doing well enough to handle the easy cases, most supervisors can spot a mistake and fix things. That's not excellence, that's the baseline.
The difficulty involved in the outlier cases getting a proper escalation up the chain of command to someone empowered to make the right decision is how to measure the value of a support organization.
The difficulty involved in the outlier cases getting a proper escalation up the chain of command to someone empowered to make the right decision is how to measure the value of a support organization.