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Really, they should just have continued the current system and trained the City Hall CMs to round file the comments that would be inappropriate for passing onward. And put a disclaimer on the comment card.
Then "CM Gustav did a [fantastic|horrible] job" comments can be passed on, "CM Gustav did a [fantastic|horrible] job and you should paint Mark Twain orange" comments can be redacted and passed on and "you should paint Mark Twain orange" comments can be shredded.
The customer leaves happy they got to vent their spleen, secure in the knowledge that nobody in power would ever see it (which I'm sure is the assumption even under the old system). And the pissed off customer has an outlet where they can go rather than taking it out on front line CMs out in the attractions/stores/restaurants.
The only difference this will really cause is that the City Hall CMs have to sit there and listen to the angry people and then probably send them away angrier.
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