Loving this, wether they care or not about how “I feel”, it’s a great tool to allow users to at least feel they can enter it tell someone at the other end.  It can let off a great amount of steam to smooth the user journey.  Imagine if every customer service solution had something like this, Telstra having a solution at the end of the call allowing you to record a message of how you feel.  Sure there would be a lot of swearing  but at least the frustration is out of the system rather than pent up to tell someone else the bad Telstra experience.  Of course, it could be a good tool for service centres to take some useful feedback.