I've noticed something similar in my line of work. One of the major "metrics" that we track is how much a customer has to put effort in to fix an issue/ticket.

I've noticed something similar in my line of work. One of the major "metrics" that we track is how much a customer has to put effort in to fix an issue/ticket. This is measured via a survey that's sent out after ticket closure, but many customers never see it or choise not to respond. A few months ago, I started adding a little post script "A survey is sent out after this case closes. I would appreciate it if you answered it!". Response rates for the survey jumped from 11% to 75%. Many of the responses were generally positive as well, trending our scores up by 11% and still climbing. Sometimes asking nicely is a powerful tool, for good and potentially evil.