Since this poll was taken in early January 2013, it’s not surprising that the NHL came to mind as having bad CRM. Fans of hockey were infuriated by a lockout that began in mid-September, 2012 and nearly led to a season cancellation.
It’s not clear to me why Research In Motion (RIM) came up as having poor CRM. It could be because the company had been making news over the past 6 months for having delayed the launch of its now released Blackberry 10, which disappointeed brand loyalists getting tired of resisting the temptation to switch to any of the well-reviewed Apple or Samsung devices. If CRM is about delivering superior customer value and satisfaction, then leaving your fans in the dark for too long is bound to have a negative effect, at least in the short term.