I find it hard to believe they thought they could get away with that slide. I've seen slides worse but always as examples of misleading slides in business courses or articles. My guess is that their corporate culture is so intolerant of dissent that they didn't know it was that bad.
They have been backsliding on their commitment to customer service lately too. Will take a period of time to begin showing up in consumer surveys but churn (excluding iden) is going to be spiking. iden has been so bad that their overall numbers may not be terrible.