"The realization that it's wildly out of touch with its customers became apparent after OpenAI launched GPT-5, with users deeply attached to the previous GPT-4o model."
"Users were upset when OpenAI deprecated GPT-4o, leading to reinstatement for paying subscribers, indicating the company underestimated the emotional attachment users had to different model personalities."
"Nick Turley highlighted user polarization, noting strong opinions on both GPT-4o and GPT-5, emphasizing the remarkable passion users have for their AI choices."
"Turley's admission shows confusion about user feedback on ChatGPT, as each user's perspective varied greatly, prompting a need for deeper understanding."
OpenAI's recent release of GPT-5 highlighted their disconnection from customer preferences, particularly the strong attachment users had toward the deprecated GPT-4o model. Many users expressed frustration, prompting OpenAI to reinstate GPT-4o for subscribers. Nick Turley noted the polarization among opinions on the two models, showcasing users' passionate preferences. His acknowledgment of confusion over user feedback led to the decision to hire a data scientist to better understand diverse user experiences with ChatGPT and their needs.
Read at Futurism
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