You misunderstand. Think of it from a data standpoint.
What they have. Ticket. Feedback.
If they see tickets with certain feedback scores, some rep's score will go down and some manager's score will go down and if enough people do this (it literally takes a 1-2 digit amount of people in most cases), someone will raise an eyebrow and ask some questions and read the <99 responses that came in about this topic.
Since so few people actually respond to feedback, anyone who does has a massively outsized impact on the numbers that get reported inside the company, and the messages that get passed around inside the company.
I should clarify that when I say "Feedback" it does not mean yelling at a support rep, it means responding with a low score or a frowny face or whatever metric in their system that indicates quantitative disapproval.
