Netflix is mostly doing the right things: today they sent me a very specific, very short survey about a movie I just watched. Good, don't waste my time! But they didn't even give me the option to type free text comments about the quality. It's actually something I was interested in and willing to give them some details on.
So I went to the account info page, and got the typical wild goose chase where companies don't want to admit that they won't let you email them. So now you've wasted my time when I was trying to help you out. That turned me from a happy, engaged customer into an annoyed one without an outlet. So it goes on the blog instead, and costs you other customers.