Just last year, Netflix (NASDAQ: NFLX) had the second-highest customer satisfaction score among retailers, behind only Amazon. Since then, the company has experienced a massive 14% drop in customer satisfaction, leaving its score down among the lowest. In October 2011, Netflix announced that it would spin off its DVD-delivery service into a company called Qwikster, causing a huge public outcry. Although the company quickly gave up on the idea, with CEO Reed Hastings posting an apology on the company's website, it continued the unpopular practice of charging customers additional fees to continue receiving both DVD-delivery and streaming services.