You're assuming changes have any utility towards people in general. There are times changes will be made because they benefit the service provider at the expense of the user, because the service provider's interests are not at all the same thing as the user's interests.

I realize it's axiomatic that 'to serve the customer is self-evidently the best thing for the service provider, because capitalism', but by now I think that is obviously marketing spin to cover actions in self-interest… no matter who claims it. Starkly, obviously false.