I do not disagree. In a "normal world" that is what one expects... Companies would monitor the net and use the concerns expressed as feedback to improve services.
You will however struggle to find a real life example this. In real life this never happens. What companies do these days is to shut anyone/website down who says what they do not want to hear and attack individuals who publicly express an opinion which highlights any issues the companies may have.
I think MG has put a lot of effort into "improving" the way the software works due to forums such as this one.