According to "Build things that last" author, 90% of the businesses evaluated are "customer first", meaning business listen to the customer and improve their produce based on that feedback.
replyvoluntary feedback - things like "I wish the customer service was faster" - is not the same thing as measuring engagement time down to the millisecond and using that data to feed a presentation loop.
replyEngagement is measuring voluntary feedback. If you aren't engaged you typically either move to the next piece of content or close the app. These are the voluntary mechanisms you as a customer report how good the recommendation is.
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