Mark, I think I understand what you mean about the trend of positivity. As an artist I find that sometimes I have to drag the feedback out of clients with a large fishing hook.
The funny thing is, it's their look, their image, their stuff my work appears on. If they don't tell me what's not working, then it's a complete waste of time (and money).
I think it comes from not wanting to hurt the "tender artist-type feelings," but really it's just annoying. I wouldn't ask for feedback and comments on the work if I didn't need them to finish the project.
Mark, did I understand that right or miss it completely? Need some feedback, heh.
I think that big companies like Qwest, Comcast, etc, are never going to be able to collect feedback accurately.
This is where smaller businesses like ours have an advantage. Not only is the Person in Charge of Caring asking for the feedback, that person is also in the position of being able to apply it.
CSRs making minimum wage have no power and only care about punching out at 5 PM. Sure, they'll log your comments and they'll go into the system, but it takes months or years to collect enough of that to apply it.
We can do it in minutes, and even clarify it further.