I've always considered this a good example of the rare case where metrics are true and meaningful (how the users feel), but should still be ignored in favor of

I've always considered this a good example of the rare case where metrics are true and meaningful (how the users feel), but should still be ignored in favor of principles (well, not ignore - one should look into other avenues to improve the user's perception of the tool). A more black-and-white example would be dark patterns that demonstrably increase user retention.