What's interesting about this, is that user complaints can be suspect too. I read an anecdote recently about the American auto industry. They'd ask people about what they didn't like about the cars they bought. And they'd get all these complaints, then try to build cars based on those complaints. The problem was, many of the complaints were for things that took them out of the market for the car they bought. For instance, people who bought sports cars would complain about lack of doors, or lack of back seat, and so GM or Ford would build a car that wasn't quite a sports car, because it was too big, and it wasn't quite a sedan (for whatever reason, too sporty? whatever that means?), and so no one bought it.

I honestly don't know what the solution to this problem is, since feedback is invaluable. I guess, always be careful?