Just my personal philosophy on hospitality businesses! I find in most large hospitality organisations I've worked with, feedback in the extreme cases of excellent and poor service needs to be sent in - especially from frequent customers - as there is a tendency for frontline staff to not be taken too seriously, or their complaints to be funnelled into some faceless "guest satisfaction" index which doesn't really make any changes happen!

Not to say that an organisation like EK will make massive changes because of HVC feedback, but I think that feedback is definitely part of the process!

At the very least, in my own experience of a poor flight experience recently (essentially multiple little factors, multiplying over the length of the flight - individually minor, but the damage is done), customer affairs did put a note on my profile so that the Purser on the next flight had already briefed his SFS that there was a problem on a previous flight and to make sure this flight went well - and to their credit they were much, much better!