Fwiw I think people who downvote you are reacting to the tone of your writing<p>Sentences like "I'm not going to walk away without explanation." sound (mildly) pompous and priggish.<p>You could cut all the dramatics and posturing  from your post, state the facts (as you see them) plainly, provide any supporting data and ask a polite question about the effect you want and what you can do to help.<p>Sentences like "When people stop being my customers I'd like to know why." and "Think of this as customer feedback." have an assumption built in which may not hold.<p>"user" != "customer".