Earlier quoted context omitted.
I'll get the phrasing wrong here but "What is easy to measure will be deemed important what is difficult to measure will be deemed unimportant."
Oh, absolutely! How can you measure "I'm sick of being tricked into buying", "I wish this site treated me with respect", "I'm the client, and I feel like the product"?
I made sure to provide feedback.
When people book with you but give you 1/10 stars, that's probably a pretty strong warning sign that the customer isn't happy with the site and the first usable competitor that they find will get their business.