> dissatisfied customers will be able to hone in on exactly where the problem is
This sounds like a truism, when it isn't. The client may know something is wrong, but good luck at them identifying it. Some times, the client will convince themselves that something is wrong when it isn't. There were people complaining about lag in WoW, they responded by cutting the latency number in half... except that it wasn't cut in half, it was just measured as time to server rather than roundtrip. The complains died out immediately and they were hailed as "very savvy developers that listen to their customers".
This sounds like a truism, when it isn't. The client may know something is wrong, but good luck at them identifying it. Some times, the client will convince themselves that something is wrong when it isn't. There were people complaining about lag in WoW, they responded by cutting the latency number in half... except that it wasn't cut in half, it was just measured as time to server rather than roundtrip. The complains died out immediately and they were hailed as "very savvy developers that listen to their customers".