At my company, totally different type of product, for years the sales and marketing people insisted that our customers were one sort of people who wanted very stable and solid appearances and preferred older-style interfaces . . . . . until they came back from a trade show screaming that WE NEED TOUCH SCREENS RIGHT NOW because half of our competitors have one. So, no, I have little respect for this approach.
If anyone, I'd talk to tech support about what the callers ask about. But that's not recorded, because our old-line engineers' attitude was that if the users couldn't just figure it out or RTFM then they shouldn't be controlling this kind of equipment.