That's why dogfooding is so powerful. The best way to first hand experience the shortcomings of your product is to use it. This makes me wonder if anyone at Google is using G-Suite themselves.
Unfortunately, we programmers are particularly good at doing this. We are extremely good at being "nice" to software. ("Mechanical sympathy")
Arguably, not enough people at Google use the competitors stuff. The employees are sitting there thinking they're making a great minidisc player while the rest of the world has moved on to streaming audio...