Not the most authoritative cite but I’m pressed for time.
Thanks. Wow. That suprised me.
I agree. It does not make sense to have such an elaborate secretive monitoring system to search for a possible few comments out of thousands to accurately measure the quality of service. Wouldn’t make sense to have a manager or host spend 10 minutes during his shift asking people “How was our service tonight- what did you like, is there anything we could do better? (customer responds) Thanks for your input- here is 10% off your bill.” It would seem that you would get much richer and more useful feedback (along with some customer goodwill) in this way for less money.