You hear the out-of-touch people the most, because [usually] only the people with negative opinion (tiny minority; otherwise the business would go bankrupt) tha

You hear the out-of-touch people the most, because [usually] only the people with negative opinion (tiny minority; otherwise the business would go bankrupt) that are vocal about things. Neutral people don't care, people with positive opinion are happy about the experience and keep it to themselves.