Is it? It's entirely possible to both use something due to (perceived) necessity while still hating it.
In certain contexts that distinction may not matter - a user is a user, right, who cares how much they hate you? But if a large enough percentage of your users hate your service, it should at least in theory reduce whatever moat you've built that keeps them captive.
In certain contexts that distinction may not matter - a user is a user, right, who cares how much they hate you? But if a large enough percentage of your users hate your service, it should at least in theory reduce whatever moat you've built that keeps them captive.