Enterprise loves SaaS, because it solves problems they had (smoothing out purchasing, avoiding endless reauthorization and upgrade planning coordination), while not creating any problems (because they were always going to upgrade anyway). Hence the uptake and good numbers.
A lot of consumers hate SaaS, because it solves no problems they had (purchasing and upgrading were easy, if they chose), and creates new problems. They had previously been able to create indistinguishable output with an older version, albeit missing some features, to minimize recurring cost. And now that's no longer an option.
So you've made things easier for a group that spends a ton of money, but doesn't speak publicly on the internet (enterprise), which makes your metrics look nice. And you've made things harder / impossible for a group that does speak publicly on the internet (consumers), which makes your sentiment look bad.
So yes, both.
Very frustrating. Extremely hard to deploy via management tools.
"After the customers left" might mean "after the customers who thrived in the previous era left", and then you would both be right.