I think the issue is multifold, but basically from what I've seen (including having multiple friends at Mozilla and visited their HQ multiple times), Mozilla is

I think the issue is multifold, but basically from what I've seen (including having multiple friends at Mozilla and visited their HQ multiple times), Mozilla is run exactly like any other Silicon Valley company. Sure, there is no shareholders so there is this freedom, but people working there were basically hired after working in other tech companies, and they just work as they did in other tech companies. The fact that Mozilla Corporation is owned by a non-profit seems to be completely lost. Basically people are paid to improve metrics, whether it's the number of users, the ARPU, the "engagement" on whatever features they decided was important... Add to that the fact that Firefox lagged technically behind Chrome for many years (it only recently cought up with Quantum) and UX wise also Firefox was stuck on the "IE6 but with tabs" look and feel and waited many years before accepting that the UX introduced by Chrome when it was released was superior. As a result, now that casual users are on Chrome and the Firefox user base is mostly made of users who choose Firefox not because of its technical merits but because it's Open Source, supported by a non-profit, etc. There is a disconnect between that user base and the Mozilla Corporation who just thinks like any other SV company.