This is going well past the topic, but still…
No offence taken and no need to apologise.
I consider feedback from the users to be very important, so keep it up.
As per going the “extra mile”, I guess you refer to what I said about duties. If so, in every company there are duties for each employee and department. It is matter of correctness and respect for the other colleagues to stick to mine. Just that. But I like what I do here and take pride in saying that I ran the “extra mile” a few times 
Have a good one yourself!