Seems like a reasonable guess if you assume most or all of the paying customers are companies, but that might be unrealistic to assume, and individual consumer

Seems like a reasonable guess if you assume most or all of the paying customers are companies, but that might be unrealistic to assume, and individual consumer behavior has been studied a lot; it’s widely known in retail business that people often don’t value free things. The relationship between price and product engagement is complicated. Having run a site myself that offered a free tier and a paid tier, I experienced exactly the same thing: free customers were noticeably more demanding and less patient than the paying customers. Initially I sold paid plans almost entirely to individuals, not companies, and still saw this behavior. So my guess is that people who invest financially in their tools are willing to work to improve them, hence interested in having a polite and productive relationship with the company that makes their tools. Free users want the product to work right now, and because they’re not paying, they don’t expect it to change. There might be a bit of free users acting more aggressively out of fear that they won’t be listened to because they’re on the free tier, and hoping that public shaming, instead of money, will get the company to act. At least that what it feels like on the support end of this.