I think Netflix's big problem is I'll occasionally discover something amazing, and then look at the release date and wonder "why did it take so long to find this?"
If the experience browsing their catalog wasn't so awful, I'd be more inclined to try and use the service. Instead, after I've finished something good, I don't tend to come back to Netflix for awhile - it's easier to just watch stuff on Youtube because I know how to navigate it, the search works well, and the recommendations are actually decent.
I remember a couple weeks ago, Blade Runner 2049 was the first thing that popped up when I logged into Netflix. I was so happy to see it there, but when I went back the next night to watch it, it wasn't there (which is fine, the homepage isn't static). So I went to search for it, and "Blade Runner" returned nothing relevant (nor did "Blade Runner 2049"). I had to search "2049" to find it, and after the movie ended, Netflix recommended the first Blade Runner (which also didn't show up in any of my searches).
The search isn't always this bad (both Blade Runner movies show up in search the way I would expect them to now), but still...even when I know something great is on Netflix, it can be an utter pain to get to. It's like they're trying to get me to go with the mediocre recommendations instead of watching the good stuff that I know is on there.
It's so annoying that if I was the one paying for it, I'd cancel my subscription. And I remember things used to be a lot better, which just makes it all the more frustrating when looking for something good.