Easy to measure (support manpower costs) vs hard to measure (business lost due to bad support).

Good engineering (and old fashioned business practices) would try to better measure the hard to measure stuff (for example using surveys).

Modern MBA business practices just uses the asy to measure stuff as guidelines and doesn’t even try to measure the rest, possibly because “if we don’t officially know it the I can’t be blamed for it”.

Mind you, maybe they’re right since most consumers get shafted and still keep on coming back for more.