This reminds me a case of a large publisher that was under a ISO 9001 certification project. ISO 9001 requires to implement some kind of customer satisfaction

This reminds me a case of a large publisher that was under a ISO 9001 certification project. ISO 9001 requires to implement some kind of customer satisfaction feedback as to assess customer satisfaction for ongoing improvement. When the ISO auditors/consultants said that they should do something about it such as sending surveys to subscribers to assess their satisfaction, the Sales & Marketing VP said that if ISO 9001 meant that they had to remind subscribers that they had a subscription they do not use, they would rather cancel the ISO 9001 certification project altogether.