Why a good business welcomes complaints?

Why a good business welcomes complaints?
Customer feedback whether good or bad is critical to the way that company with survive.

Poor/bad feedback is a measure of the performance of a company. It raises potential areas where customer loss will be experienced. By monitoring these complaints a company can bring about changes that will not only keep the loyalty of its existing customer base but will also encourage new customers to use the company services.

In an example - A food chain receives numourous complaints about a product.
Following monitoring of this it can be established if there is a manufacture issue (as the retailer is only selling and not making the product).

A manufacturer of washing machines receives highlevels of complaints about a cdertain machine - its leaking from the water inlet. Further examination revels that the machines are 9 - 12 months old. The manuafacture can then put in place a recall OR extend the replacement of these through informaing asll customers that the machines will need to have a part replaced and to call XYZ Repair company who will replace the part free of charge - The manufacture of the part can also be investigated and correction to design made -