In the last year I had two instances where I had (in my view) a reason to complain, and in both instances I received an answer. The first time with some minor complaint (I just do not like to be lied to by anyone, and that's what ground staff did at CDG) and I was FTL at that time, I received an answer back about eight to nine weeks after handing the complaint over on the plane.

The second time was in December when I had a more serious complaint about the behaviour of some crew on DUS-ZRH and handing over the complaint form with all evidence to the lounge staff in ZRH upon arrival, I had a reply to that in about a week indicating a present being on my way (received that eMail on Dec. 23rd) and the present at my door (with a surprising high value!) about three weeks later...

So from my point of view customer service at Swiss does indeed work, and work much better than their peers at Lufthansa who basically shell out 5K/10K miles depending on your status irrespective of the severenes of your complaint.

Greetings - Dirk