[chops]

The general principle at work here is the "early-adopter" vs "mainstream". Your early users probably recognized that it was a new product and were willing to take a risk with it, recognizing that it's a small organization in charge and that their answers are likely to be answered in a timely manner. Once you've got 10,000+ users and hundreds or thousands of reviews, then you're "established" and people will be much harsher in their reviews, and less likely to contact support expecting some kind of auto-responder and days response time.