I think they do listen and make changes where possible, but they simply are not the huge company in the same terms as WW.
SW could do so much more in terms of technology in my opinion - a portable syns calculator, an iphone app, a more intuitive website, an online shop for HiFi bars and recipe books and so on, but also just the plain old simple things like a physical paper diary of food planners (or an insert for a filofax).
They are evolving though - They've recently branched out into America, and developed the EE plan, so there is hope for them changing other things in the future!
xx