For most of corporate history, most companies haven’t really wanted to hear from their customers.
Not that the opinions of buyers didn’t matter; of course, private enterprises have always thrived (or not) based on satisfying consumer desires. Companies for decades ran focus groups and test markets, and of course monitored sales success.
But—as long as things were going reasonably well, they didn’t go out of their way to solicit feedback. Actually, they made it quite difficult. Prior to widespread Internet adoption, it often took the investigative skills of Sherlock Holmes combined with the determination of Oprah Winfrey to even find an address or phone number for a corporate “customer opinion” department.
Actually reaching a human being was even more challenging. Some consumer products companies would send out generous free product vouchers to anyone whose letter (positive or negative) reached them, just because it was so unusual.