Lol...lovely imagery too.
Monopolies never care about customer service, because dissatisfied customers have nowhere else to go. Like you said what's their incentive to improve? If they were not a monopoly, then bad service would cost them as customers switched, but this cannot happen here, so there is no incentive.

Stay safe all.

Perfection does not exist. The question therefore, is: what level of imperfection are we willing to settle for?