Yes, I’m sure an actor adds more real value to a SaaS company than engineers do. Recognizable talking heads who read lines into a camera are famously hard to find.
Kim Kardashian brings in more "real value" to a clothing company than any one seamstress.
Welcome to marketing.
This kind of makes Kim K a safer play than a bad seamstress. As unless you go full Kanye a spokesmodel isn't going to tank a company.
So I guess, like you say, there is a quality control process regardless.
I think the larger issues are probably the decisions of the pre-seamstress process employees. Bad choices in materials or cost-savings measures can turn off customers.