A client who complains has done the business a favor, even when the conversation is uncomfortable.
They have identified a problem.
They have given someone a chance to respond.
And they may still care enough about the relationship to tell you what went wrong.
The client who quietly leaves is harder to learn from.
The appointment simply stops appearing.
The projects stop coming.
The invoices disappear.
Eventually someone notices the account has gone inactive.
By then, the reason may be months or years old.
That is one reason I would not judge customer satisfaction only by the absence of complaints.
Silence can mean satisfaction.
It can also mean the customer decided it was easier to leave than to explain.
A thoughtful reactivation call can sometimes recover the business.
But even when it does not, it can turn a silent departure into information management can actually use.
That is often the more durable value.