This isn't an official "Lotus Customer Feedback Survey" type thing.
To cut a long story short, I was trying to get hold of one of my contacts at Hethel and ended up speaking to someone else I'd not met before. Talked about my (and our) frustrations with lack of comms, limited info and inconsistencies, in particular highlighting the apparently revised position on spec changes. As a consequence of me explaining how this was impacting on deposit holders they were keen to understand more and have something in writing to discuss internally.
So a large dose of right place right time.
Of course it would be great if they asked everyone, or even a decent sample, but they don't have a mechanism for that. Which is also part of the problem. Dealers and the central Customer Care team in UK probably have plenty of feedback, or at least a stack of questions from us that they can't answer. No one appears to be analysing that to look at underlying insights or to take action. As we all keep observing, they lack that kind of "walk in your customer's shoes" mindset - #forthedrivers but not #forthecustomers.