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Because many companies dont understand value of feedback from customer and they try diferent strategies which fail to improve their product and service. They depend on their own ways to do things and doesnt believe customer feedback or employee feedback is important as they sit on top of management.
Feed back is the fruit of communication management. If everything is going fine with the manager in communications, he would be expecting a feed back to see that his department is Ok.. No news is not a good news here.
Simply they do not believe they need improvement ,most companies work on quality not improvement so they see them selves doing what is written and feel happy ,this is quality they need to be love in improvement to use feed back
