It's not that uncommon for for-profit businesses to have someone in an ombudsman role, responsible for advocating on behalf of the (official) customer. It's most widespread in news companies, where most newspapers, news magazines, and TV stations have a role specifically designated to be the readers'/viewers' advocate. Of course, it's ultimately self-interested, but it's the kind of self-interest that involves convincing your customers that your organizational structure is taking them seriously.

As an example from tech, I believe HN's 'jf' used to be a startup-relations person for Microsoft, whose job really did involve trying to advocate for their needs within Microsoft, reporting out of the product groups' normal management hierarchy to make sure he was giving them third-party input.

"It's not that uncommon for for-profit businesses to have someone in an ombudsman role"

I definitely understand your point but I don't think it is correct to use the phrase "not that uncommon" with respect to "for-profit businesses" without defining what types of businesses you are referring to.

The overwhelming majority (anecdotal of course) of for-profit businesses do not have anything like an ombudsmen. I would agree that with respect to newspapers that statement would be correct from what I've seen and probably universities.

I wouldn't want to speculate on the percentages here, but if we believe the numbers as far as the amount of businesses of all sizes that are out there, I think it's safe to say that the majority don't have an ombudsmen. So I would say it is uncommon.