It has been shown that as many as 90 percent of departing customers said that they were "satisfied" immediately prior to their attrition! Contrary to long-held misconceptions, "customer satisfaction" is actually a good measure of "customers' rationalizations of their past buying decisions," but not highly predictive of future buying decisions.
As a consumer, I think that this matches my buying patterns.
The quote is from Transforming Performance Measurement, by Dean Spitzer, a nice book even/specially for someone (like me) that tends to hate measurements and metrics. Dean is senior researcher, consultant, and performance measurement thought leader in IBM Research.