"After a Triumph factory demo last year, I got a phone call asking a bunch of questions about my experience. When I mentioned that I'd already answered all of them on the questionnaire at the end of the ride, the nice lady on the other end of the line didn't know anything about it. I suppose the paper version goes to the dealer and/or regional HQ, and the phone results to the N.A. office or something."
Perhaps you're still under the impression that there's "someone in charge", "a plan", or "someone who knows what's going on" within most organizations. My experience dealing with banks, the IRS, city government, state government, federal government, the medical industry and law enforcement (among many others) would suggest otherwise.
It's truly terrifying how much of this world is Seat of the Pants.