What fascinates me is that companies obsessed with KPIs don't seem to independently count unfixed issues.

Firewalling customer support behind another company or division is okay, but at least make sure you have a parallel feedback mechanism to know how they're doing!

Social media support seems like the shitty version of this, but it's not rocket science to be able to regularly independently audit a random subset of issues by your CSR contractor. Internal audits have been standard practice in similar healthcare scenarios for decades.