I'm reading a book by Bob Lutz right now. He was an executive at General Motors who deserves some of the credit for helping turn the company around. (so naturally, I have a picture of a Toyota) I have mixed feelings about GM and particularly about many of the claims that Lutz makes, but one of his comments resonated with me. He pointed out that a lack of complaints about a product (or service) does not necessarily mean that people are happy or satisfied. He gives the example of certain cars, or features on cars, that had a low incident of compaints but had lackluster sales performance. He contrasts this with examples of cars that, paradoxically, had high levels of reported problems and high rankings in satisfaction, and good sales numbers.
As a married couple would say: "We fight all the time, but we love each other above all else."
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