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Message: <blockquote data-quote="Plane Sailing" data-source="post: 5539481" data-attributes="member: 114">A commercial perspective. I now work at one of the largest and most successful UK companies. £1 in every 7 spent in this country goes through our tills (!). I've recently discovered that they are so committed to customer service that when 100 out of many million customers were inconvenienced, special action was taken to attempt to retain those people as customers. Feedback is regularly gathered from all kinds of sources and used to determine development choices, but it isn't the case that everything is averaged out to an almost meaningless level of background noise. Squeaky wheels get heard too.Very successful, customer oriented companies, gather all sources of information and assertively attempt to retain their customers. I've never worked anywhere else were this is done so much, and I've never worked anywhere nearly as successful either.I don't think that WotC is anywhere near as customer oriented, but even so I would expect them to monitor and consider things which are discussed on sites like ENworld. They would be foolish not to, because every customer counts.Cheers</blockquote>