lazy loyalty

A concept in business which is poorly understood by MBA-types and/or inside start-ups;
When quantified by your data analysts, these customers appear to be loyal to your brand as they keep on using your crap. However, qualitative studies will unravel that the intersection between the sentiment of these customers towards your company and the traditional definition of loyalty is non-existent.

Typical causes of lazy loyalty are companies making it hard for their customers to switch to a competitor, or a persistent apathy towards you among your customer base.