Subplot: I doubt they care. Since spotify is designed to lose money it has little reason to care if customers cancel, it's only going to be concerned if investors lose interest.
Most people probably blame themself of not getting it.
Or throw hands in the air of what to do about it.
And most don't know that you can make software that fits to the user needs and not the other way around.
OpenSource could have potential here, but most free software developers are not really into UX design either and seem to expect the same tech level of their audience as they have.
"To test its users’ loyalty, Facebook sometimes made its Android app crash for several hours over the course of several years. ... Users were so hooked that they “never stopped coming back,” despite the errors."
I mean, sure make money for your investors, but shouldn't you also try to fulfill your mission statement? Or is the mission statement only to make the share price go up?
So you just make it look good on financials?