this take could hardly be further from being correct

your users just aren't telling you they're frustrated and having trouble using your software; they may not even be aware of it, but it profoundly shapes how they interact with the software

https://ai.googleblog.com/2009/06/speed-matters.html

> All other things being equal, more usage, as measured by number of searches, reflects more satisfied users. Our experiments demonstrate that slowing down the search results page by 100 to 400 milliseconds has a measurable impact on the number of searches per user of -0.2% to -0.6% (averaged over four or six weeks depending on the experiment). That's 0.2% to 0.6% fewer searches for changes under half a second!

> Furthermore, users do fewer and fewer searches the longer they are exposed to the experiment. Users exposed to a 200 ms delay since the beginning of the experiment did 0.22% fewer searches during the first three weeks, but 0.36% fewer searches during the second three weeks. Similarly, users exposed to a 400 ms delay since the beginning of the experiment did 0.44% fewer searches during the first three weeks, but 0.76% fewer searches during the second three weeks. Even if the page returns to the faster state, users who saw the longer delay take time to return to their previous usage level. Users exposed to the 400 ms delay for six weeks did 0.21% fewer searches on average during the five week period after we stopped injecting the delay.

https://danluu.com/term-latency/

> There’s a great MSR demo from 2012 that shows the effect of latency on the experience of using a tablet. If you don’t want to watch the three minute video, they basically created a device which could simulate arbitrary latencies down to a fraction of a millisecond. At 100ms (1/10th of a second), which is typical of consumer tablets, the experience is terrible. At 10ms (1/100th of a second), the latency is noticeable, but the experience is ok, and at < 1ms the experience is great, as good as pen and paper. If you want to see a mini version of this for yourself, you can try a random Android tablet with a stylus vs. the current generation iPad Pro with the Apple stylus. The Apple device has well above 10ms end-to-end latency, but the difference is still quite dramatic -- it’s enough that I’ll actually use the new iPad Pro to take notes or draw diagrams, whereas I find Android tablets unbearable as a pen-and-paper replacement. ...

> Curiously, I rarely hear complaints about keyboard and mouse input being slow. One reason might be that keyboard and mouse input are quick and that inputs are reflected nearly instantaneously, but I don’t think that’s true. People often tell me that’s true, but I think it’s just the opposite. The idea that computers respond quickly to input, so quickly that humans can’t notice the latency, is the most common performance-related fallacy I hear from professional programmers. ...

> Why don’t people complain about keyboard-to-display latency the way they complain stylus-to-display latency or VR latency? My theory is that, for both VR and tablets, people have a lot of experience with a much lower latency application. For tablets, the “application” is pen-and-paper, and for VR, the “application” is turning your head without a VR headset on. But input-to-display latency is so bad for every application that most people just expect terrible latency.

https://danluu.com/input-lag/

> For very simple tasks, people can perceive latencies down to 2 ms or less. Moreover, increasing latency is not only noticeable to users, it causes users to execute simple tasks less accurately. If you want a visual demonstration of what latency looks like and you don’t have a super-fast old computer lying around, check out this MSR demo on touchscreen latency.

there are mountains of research on this from every angle and it turns out that users do not love and praise software that has high interaction latency

they hate it and reorganize their life if necessary to use it as little as possible

(but it is true that often there is no snappier software that does what they need)

also sometimes customers do love and praise it if they aren't the users