The Customer Service department (we're a real business, so we have one of those) forwards all email, social media, and phone contacts about it to me.

Number of middle managers who have brought up having an app since 2019: Around five.

Number of actual users who asked for an app since 2019: One. Maybe two.

Your turn.

Do you think most existing users would switch?

Do you think there are many people who don't use your service because there's no app?

No.

No, because that's not how our industry works.

Have you ever asked them?

My company requires everyone in the company to meet our customers in person once a year. Everyone from the CEO on down to tech nerd button pushers like myself.

Our method of telemetry is called "talking to people."

I wouldn't find it productive to talk to 200,000 users in person to determine if it's worth building a native app. I suspect most startups talk to some of their customers in person but I don't know anyone making sweeping product decisions based on that.

Fortunately, our company has more than one employee, so one person does not need to talk to all 200,000 users.