I would do just that, find a contact number, try to get hold of someone up in the adminisphere, and say so. Explain exactly what was mentioned, how hard it is to build loyalty but how easy to lose it, etc.
Quick aside…
I don’t eat fast-food except on rare occasions, but did go to a Wendy’s just to burn off a bogo coupon. What a shambles! The guy who took my order made it plain he didn’t want to be there, like he was dragged in to work on his day off or something. The bathroom had no paper towels, looked like someone set off the sprinkler system as everything was doused with water, the trashbin was overflowing with spent paper towels (explaining why there weren’t any left), it looked like no one who worked there even bothered to look in there all day. After getting my order, I saw the 2 napkin dispensers were completely empty.
Best part… I ask this slow-motion girl behind the counter for some napkins. “They’re over there…” Ummm, nope, both dispensers were empty. She saunters off stage-left, comes back, and hands me 1, count ’em, 1, napkin!
I stood there, mouth open in complete disbelief, waiting for the punchline. Like, she’d see my reaction, smirk, then hand me a bunch more. Nope, she was serious. 1 napkin! I stood there, still speechless, looking at the 1 treasured napkin I was holding. Wtf?!?
Those surveys on the back of the receipt? Damned straight I let ’em know in excruciating detail what transpired that visit.
Other times, I’ve gone in and everything went like clockwork, but this time, it’s like the manager was out sick that day, and no one else who was “working” that day gave a damn.
So yeah, if you want to make them aware of the simply wonderful service you got from that csrep, definitely do it.