I don't agree. I don't believe the "average" customer wants anything. The "average" customer is probably playing D&D with a DM that owns a bunch of stuff and then when it comes time to make a character the "average" customer might look through a second book after the PHB but that's pretty much about it. But they certainly aren't buying their own copies of said products. If they use any bits, it's only cause the DM said a bit might work for them.
My tables through the life of 5E have included probably 20+ different players in all the various campaigns I've run, and if we're lucky, maybe half of them bought their own Player's Handbook. And that's it. The PHB. That's ALL half of the players own, the other half hasn't bought anything at all. And if any of them are using any character creation stuff from either those books it's only because they can use my D&D Beyond master subscription to see them and select them. But I'm the one who bought them and paid for them. Which means I'm the "engaged" customer, and the other 20 of them are the "average" ones.
So what does that mean? It means that ANY new products that WotC puts into the pipeline to create and produce WILL be for the most "engaged" customers (IE people like us), because we are the only ones who will actually buy the product when it comes out anyway. No "average" customers will do so. So those of us who answer the surveys ARE the ones WotC should be asking and taking cues from. They don't need to really think about how any new items will affect the "average" player, because that "average" player would only ever see it in practice if the "engaged" player decided to bring it into play at the table. And that "engaged" played would certainly know better than WotC would whether it was worth doing so.