Not just the last few years, that's just how the system is set up in general; companies are rewarded for reaching over a wider population, not for the quality of the established coverage. They need to keep growing or die.

It's more financially incentivized to put time to get at least a handful of new customers onboard than it is to address the grievances of a single customer, so the quality of marketing gets boosted while customer support gets shafted. Any public negative feedback can be drowned out by the larger pool of customers that aren't involved in any direct interactions with the company, and there's also the classic astroturfing + plausible deniability combo for good measure to maintain that public trust.