They get 25 answers within a week. The other 25 never answer at all. This gives the impression that they are not interested in the customer. E-mail is easy, and cheap. Although, replying to large quantities may prove to be a monumental task from a manpower prospective.
Automation is the answer.
Create a Place for Discussion Have a place where customers can discuss the products or the services that you offer. Instead of allowing it to happen in the 'wild' you can have it moderated. When good ideas come up, you can incorporate them in your products and services. Also, it is important that someone has been assigned the task to search on your company name, your product name, and your competitor names. To find what people are saying about you that you need to know, or aren't true and you need to take further corrective action.