I've found that in the web 2.0 world I expect companies to listen to me, even though only a few actually do.
A while back I blogged about how 37Signals makes it nearly impossible to downgrade your account once you've signed up to a paid one. I got no response from that post, or from the email I sent them, so today I cancelled my account.
They have one redeeming feature: an exit survey. When I have cancelled is exactly when I want to give you a piece of my mind. So hopefully 37Signals really reads and takes action based on these exit surveys.
But it does beg the question - why couldn't they listen before?