Are Businesses Ignoring Customer Satisfaction Like It’s the End of the World?

I’ve always been a fan of Philomena Cunk, the brilliantly deadpan satirical interviewer who somehow manages to ask the most ridiculous yet thought-provoking questions. In one of her best moments, she asks physicist Brian Cox, “How will the world end?” Cox, ever the scientist, explains that in about 4 billion years, the sun will expand, and the earth will be incinerated.

Cunk’s response? “Can’t we just stop it? Put it out with a big hose or something?”

Cox, clearly bewildered, replies: “It’s an inevitable consequence of the laws of nature.”

To which Cunk fires back: “Ohh, you’re pleased with that? You’re happy with that? You can live with that?”

?? Watch the clip here: Cunk on Britain – How Will the World End?

What Does This Have to Do with Customer Satisfaction?

Well, ask most businesses (or airports) about how they track customer satisfaction, and you’ll get a response just as detached as Brian Cox’s answer about the end of the world.

?? How are customers feeling about your product or service? ?? Are they satisfied with response times, quality, or experience? ?? Are you tracking their digital feedback in real-time?

Most executives would shrug and say:

"Well, we conduct an annual survey..."

That’s about as useful as saying, "The sun will run out of fuel in 4 billion years, and before that, it’ll expand and incinerate the earth."

Okay… but can we do something about it?

"Stop it? Like stop the bad reviews? Can't we just, I don’t know, put out the complaints with a big hose or something?"

Nope. Because right now, too many businesses aren’t taking control of their customer experience the way they should.

Ignoring Customer Feedback Is a Choice, Not an Inevitability

Unlike the fate of the sun, customer dissatisfaction isn’t an unavoidable event. It’s the direct result of businesses failing to listen to and act on feedback. While they rely on outdated surveys and assume everything’s fine, customers are leaving thousands of real-time reviews on Google, Yelp, and TripAdvisor—unanswered, unanalyzed, and unaddressed.

That’s why solutions like Tatvam Analytics exist. Instead of waiting for a once-a-year survey to tell you what customers think, Tatvam aggregates and organizes real-time feedback, allowing businesses to track what actually matters right now.

So, next time a business leader says, "Well, there's nothing I can do," remind them:

The sun burning out is inevitable. Bad customer satisfaction? That’s a choice.