I’m still using Amazon as much as I was before, it’s just a more miserable experience now which I can feel and the annoyances are compounding. I’ve not yet done anything that would show in their numbers, like cancel my prime or start trying to shop elsewhere or even boycott them altogether, but that doesn’t mean I’m happy as I was and would say they’re pushing me to a point of defection. All to say, they should be smart enough to not just do uninformed numerical analysis. They need to hone a gut feeling for how pleased people are or build metrics around that. They should see satisfaction is waning. In fact, it may be what’s driving this behavior. If satisfaction is down, people leave, sales slump, then they make more user hostile changes in hopes to cover the sales gap with existing customers, but results in satisfaction going down at every pass. It’s a vicious cycle.