end users don't know how to give this feedback in the case of EMS, it sounds like they could recognize it, but probably didn't report it back to the company. W

end users don't know how to give this feedback in the case of EMS, it sounds like they could recognize it, but probably didn't report it back to the company. Why bother? They have used their product; they see it as "good enough". But very often, end users get frustrated by things like input latency, and can't express what is making them frustrated in specific terms. So they tell their IT department that "it's slow", and IT goes back and starts hammering on the __ team (networking, server farm, whatever). It's remarkably powerful if you can help you users develop vocabulary to recognize and report what they experience. (it's also flipping hard)