Too Long; Didn't Read
The first step in finding what "brings us down" is start looking for what might be missing. Relying only on customer reviews is a terrible idea to improve your business. We become better by stepping back and looking at the big picture instead of getting closer and closer. We learn to listen to the data but what happens when our whole dataset is made up from "planes that survived"? What happens when only 1% of bombers make it back? Fixing the blind spots is the first step.