Funny. My read on that language was this person has absolutely no idea what a truly robust and scalable design system and component library actually are, particularly within the scope of a successful business. Well built ones serve every facet of the organization, not just the product.
I ran into this issue before when building a magic link system. Seems Microsoft visits the link to check for risks, which in turn nullifies that link before it hits your inbox. Fun times.
Qualitative research is finicky like that. What I’ve seen happen more often is a user is frustrated yet professional enough in some moment to actually provide useful feedback, but they bail when the survey has one too many questions. UXR teams like to organize questions and answers into nice little spreadsheets that ladder back to KPIs, but that’s not how an emotional person with honest criticism wants to share it. So they bail and you lose that moment. I like to do stars or thumb up/down as a pulse check, then a textbox to spill your guts. More work for me, but useful results more often.
Congrats on the launch, it’s hard work getting to this point. But as others have pointed out, this feels like a solution in search of a problem. The value props just aren’t there to start recommending this service to my family and friends, when more mature and trusted solutions already exist.