> Of course, what was really happening is that they were not getting worse, but naturally every year there was some small percentage of vocal dissatisfied users, while the silent majority simply enjoyed their shoes and didn't have much to say about them.
This also happens in product support. When I was a helpdesk tech at a company, I saw thought "Our stuff is such _crap_! Why does anybody even buy it?". I felt like the sorts of errors we were seeing just shouldn't happen in any deployed product. But gradually, I got a trickle of customer comments like "It saves us so much time. What took multiple people hours..." and "Oh! Sorry, I was trying to reach accounting to renew. We love your software.".
This also happens in product support. When I was a helpdesk tech at a company, I saw thought "Our stuff is such _crap_! Why does anybody even buy it?". I felt like the sorts of errors we were seeing just shouldn't happen in any deployed product. But gradually, I got a trickle of customer comments like "It saves us so much time. What took multiple people hours..." and "Oh! Sorry, I was trying to reach accounting to renew. We love your software.".