I always feel uncomfortable giving a reason for a drop in the number of complaints. I have never suggested using the number of complaints as an indicator of success or failure, because, sometimes, people do not complain because they are jaded and convinced that their complaint will solve nothing. Sometimes, a complaint represents a whole series of individuals who have not been served. Sometimes, people do not complain because they are happy. It is extremely difficult to interpret something that hasn't been done. It is much easier to assess people who do something than why people don't do it.
On November 4th, 2010. See this statement in context.