Your experiences are anecdotal.
by pulishing them they become measurable, which also removes the "anecdotal" flag with numbers, also maybe ask archaeologists how much of an evidence a complain written in papyrus actually is a "while" after it was written.
also the studies that found out "why" public services don't serve in the first place have become quite old* meanwhile, which is the very opposite of anecdotal, but nothing was done so far to change the known state of not serving services for decades, so why should they have changed without changing actions affecting them?
*) i read parts of them >20 years ago and the studies observations and conclusions i read fitted 100% of what i personally experienced/witnessed from within a family "working" in such services.
i'ld like this summary the most:
Musk now says it's 'pointless' to build a Tesla
๐