As others said, user != customer. A big chunk of software (perhaps the majority) is bought by someone other than the end-user. Think workplace, or all the OEM garbage that ships with your phone.
On top of that, on the mass market, customers don't have a meanigful choice. They can't signal desires in the entirety of concept space; they choose out of what's available on the market. Which means the choice really lies with the vendors.
On top of that, on the mass market, customers don't have a meanigful choice. They can't signal desires in the entirety of concept space; they choose out of what's available on the market. Which means the choice really lies with the vendors.