In the world of software, the companies as Bill Gates suggest, that learn from both happy and disgruntled customers progress and advance faster based upon my experience.
Crowds of uber fans beat down criticism from new players or unhappy clients! Designers dismiss comment, and some publishers flat out ignore the base.
Fortunately we have companies that do their best to live up to the mantra above, some are large and some are new and nascent.
For me it strikes as odd that a company is unwilling to learn from client dissatisfaction let alone actually listen that which is offered.