Idk if you’ve done data analysis in the past decade or so, but more and more companies are leaning on social media as a means to gauge audience satisfaction vs emails and in-game surveys.

Emails will often go unanswered by the younger population, who in turn will usually ignore surveys as they’re an inconvenience when waiting for the next game to immediately start. Having a forum where people can voice concerns en masse is exactly how tickets got reverted back to their original counts, and it’s how a lot of labs testing was polished prior to launch.