It's not much easier for business managers to get accurate feedback from their customers.
Customers are far more likely to walk away dissatisfied than to alert managers when things go wrong.
Yet even when they do, managers are unlikely to learn of the problem. There are several reasons why complaints, when made, do not reach managers. Employees have no incentive to bring customer service problems to the attention of management, as reporting problems may bring negative attention upon them. Employees find managers inaccessible or uncaring, or they feel it is their duty to act as the manager's gatekeeper. Employees are unable to distinguish between important problems deserving managerial attention and trivial issues not deserving attention.