Long time ago I heard some presentation from a guy from big AAA MMO developer. And he was talking about game' online comunity and forums - it was mainly about "why devs don't fix/change thing players on official forum demand".
He stated something like (I'm guessing numbers, but it's that kind of proportion): 80% players don't even visit forums or sites, or YT tutorials, they just play the game. 18% read forums, sites but are passive and don't write anything. The rest 2% of players are the ones we can read on the forum. So devs focus on server stats, in-game stats, automatic reports and statistics, because these are big data that can provide some objective info."