You can get a "general feeling" about your customers without actually feeling responsible/bad about the individual opinion of each of your users. Actually IMHO it is probably not possible to run a company caring in depth about everyone of your users. Of course there is from time to time this totally stranger that may send you a well argued / fact-supported opinion that may ring some bell, and this is great when happens, but here I believe we are talking about "Notch you suck because of the TOS change!" or similar toned messages.