I totally agree with you, and there is nothing wrong with what you are saying. The reputation of a company depends on its actions and how its customers feel about those actions. For example, if a customer contacts customer support of a casino, but the agent with whom he chats, instead of solving the problem, starts becoming rude with the customer. That customer will spread this around in the gambling community with proof, such as screenshots of the chat, and that casino's reputation is going to go down after that.

That's why, a customer's feedback about a service or a platform is very essential, and that is the reason why every business treats its customers with so much care and makes sure that the customers are satisfied, because their business and its growth is dependent on that.

So, @khaled0111 is right, customer feedback is more important for a business than its own representation.