Comment by Gareth321

This is a bigger problem than it may appear. The business lifecycle is well understood, whereby a company innovates, expands, and then when it has a sufficiently large customer base, it monetises. I.e. it enshitifies its products - making them more expensive over time relative to the value. This process is death by a thousand cuts. A PM might see that having the modal you hate show every time you load the site increases conversion by 3%. That's $1M ARR you just made the company! Wow! You get a bonus and a promotion! The problem is you erode customer sentiment by some undefined unit. Many people think NPS measures this, but it doesn't. That measures how many people love and hate the product. It omits the vast majority of people in the middle. They just add it to the increasing list of annoyances until one day there are so many annoyances that they leave. At that time it's very difficult for the company to understand why the user churned. It wasn't any one thing. It was a concerted effort over years to squeeze every cent out of the user at minimum cost.