story
If you don't get feedback from the people actually playing your game (or using your product), you will never get the improvement you need to help them.
You can have the most talented passionate people there are developing a product, but if it's not working for the people you want to sell it to, it's the wrong product.
Most tech products are terrible because those paying for them are not those that have to use them every day, or because they solve a corporate problem (compliance) and not a usability problem which is the actual need from the people on the shop floor.
Many big games/products are already built mostly on metrics, and that has proven to be a terrible way to work out what people 'want'. It's a great way to justify money decisions though, so it keeps happening (and games/products from big companies keep getting worse).