Aye, but in the end a customer is only interested in the actual product and how it compares to other similar products in the market. Whatever internal problems a company may have aren't relevant to the customer. If your services suck, they suck. In the long term it doesn't matter why.
For example in our context, I could care less how updated and streamlined the code base of the Guild Wars 2 client is. I care solely about what I experience in game.