Fewer complaints can hide a serious product problem
In , the biggest customer risk may be an old that no one notices anymore. When a product blocks part of a job, customers may move the missing step into a , manual data entry, a daily Slack message, or a Notion process page. At first, this looks temporary.
After a few months, it becomes part of normal work. New employees are trained to follow it, stops raising the issue, and disappear. Product teams may then think the problem is less urgent.
But the customer may still be paying a daily cost in extra work. Fewer complaints, fewer s, steady usage, and seemingly happy customers can all hide a problem that has simply become normal.
Key points
- A drop in complaints does not always mean the product problem is gone.
- Customers may use , manual entry, Slack messages, or Notion pages to work around missing product behavior.
- Temporary fixes can become official daily process over time.
- can disappear because users adapted, not because the issue was solved.
- Ask customers what work they still do outside the product.