I genuinely applaud you for opening up conversation direct with customers but I feel a lot of the negativity is coming due to a lack of information. I know a lot of info you cannot and will not disclose but I think people feel like if there is progress taking place then it's happening behind a black curtain and the customers just want to peek behind the curtain for a second and see some form of progress taking place to reassure them.

If this can happen in some way shape or form I think it will go a long way to getting at least some customers back on your side in the hope of a recovery. Try to give the people something, anything to keep them in the loop even in the slightest.