In previous years I was never the type to contact a business unless it was a reservation at a restaurants or something on a very light matter. They either pick up or they don’t and thats all. I never have commented or direct messaged a business about my concerns or complaints. I always felt like the message would never get through anyways. I guess there would only be one way to figure that out.
If I had my own business I would try to response to as many comments as possible although. If I could make even one more customers happier and come back then I know I will be doing something right. Criticism is key and tiding up your loose ends could come a long way I believe.