The C-level executives in any large company are disconnected from the customers who buy/use their products, being concerned with the "high level" views. But for most of those companies, they know that they have some competitors in the marketplace and will lose market share to those competitors if they fail to deliver.
In the case of domestic US ISPs, decades of almost completely unregulated consolidation have put pretty much the whole country in a situation where each geographical area has a single large incumbent ISP (read, monopoly) and many have managed to get legislators in those areas to enact laws that effectively ban or put unfeasibly large hurdles in the way of competition starting up (for reference, see the "fun" that Google has gone through when trying to build out their fiber service in various cities).
In a typical capitalist model of an economy, when the large incumbent enterprise is unable or unwilling to provide customers with the service they want, a smaller competitor can come in and provide that service - whether it is lower cost, higher speed, no/higher data cap, or monthly bills hand-delivered by Playboy Bunnies. However, that model assumes that the economic barriers to starting to offer that service are low and that there are no legal blocks protecting the incumbent - in the case of domestic ISPs, there are both - because most of the cables, backbone to door, are owned by those incumbents, a competitor either has to buy from those incumbents thus limiting their ability to compete (because the incumbent can say "no" or set the pricing to be prohibitive, or set data caps on the competitor), or the competitor has to build out their own network of cables (resulting in a high capital cost - a significant barrier to market entry - and running up against many of those legislative blocks that state or city legislators have put in place).
So the ISPs can be pretty comfortable - they know that complaints are on the rise, and that they are more unpopular now than they have been for years, but they also know that their customers have little or no choice than to keep on giving them money.