I don't know where the specific article wandered off to, but about six months ago I read a thinkpiece talking about those "happy face/frowny face" buttons that have popped up. The article talked a lot about how the binary up/down, with no ability to comment on specific people/processes/whatever, actually improved both overall ratings and the businesses' ability to address negative ratings considerably. If I find it again I'll update this comment.

Edit: This article has less detail than I remember, but covers the gist (and makes the same Black Mirror reference): https://www.newyorker.com/magazine/2018/02/05/customer-satis...