With as many complaints people have with dissatisfaction in the way GMs handle their calls, I think SE needs to implement some sort of feedback system. Where I work any service request we put in, or any internal support we get always has a follow-up email with a link to a feedback site where we can fill out comments on how the support call went.
If SE really wants to check the pulse on their outsourced GM system, then with every call placed there would be a unique ID attached to the GM call, and an email sent to our PlayOnline account with a link to a page where we can provide feedback. The server would record a transcript of the GM call for reference and validation, and provide the transcript in the email or on the feedback page.
I believe this would drastically improve GM calls, as instead of blowing us off as soon as possible, they would actually provide a solution (even if it's a solution we might not agree with, as long as it adheres to the TOS.) As it stands, the only feedback SE gets from players in regards to GM calls is probably minimal at best. I'd bet money that they base most of the player satisfaction of GM calls on their outsource company, which is hardly a good indication since they're going to want to paint as pretty a picture as possible.