Do customers actually leave because of missing features, or bad habits?

We used to check our feature board like a crime scene every time someone canceled always blaming that one missing integration. Then we actually started jumping on quick exit calls with churned users.

Turns out, 90% of them didn't care about the missing feature they just hated that our app forced them to completely change how they communicated with their team.

Shifting an existing team habit is infinitely harder than building a new button. When a user blames a missing feature for leaving, how do you figure out if it's a workflow mismatch instead?