> given that people pay a monthly subscription, so c-sat is rather important.
You are missing a key aspect of what is going on. People buy streaming services based on the content, not the app. People will complain about the app, put bad reviews up, and still pay their monthly fee, which is better for the business than having zero tech complaints and cancelling because the content sucks.
in general yes, but there is still lost opportunity.
This is true for nearly any business until the scales tip in the other direction.
"People come to mcdonalds for the burgers not the bathrooms" until eventually enough pain points (bathrooms, service, punctuality, traffic etc) make them stop coming
You are missing a key aspect of what is going on. People buy streaming services based on the content, not the app. People will complain about the app, put bad reviews up, and still pay their monthly fee, which is better for the business than having zero tech complaints and cancelling because the content sucks.