How do you spot the difference between a real product gap and user friction?

It's so easy to use "we need more features" as a comforting excuse when retention dips, because building a feature feels like productive work.

But a lot of the time churn happens simply because the tool creates extra steps instead of removing them.

If a user has to break their daily routine just to fit your software into their day they're going to bounce no matter how good your roadmap looks.

What specific questions do you ask during churn feedback to get past the fake excuses and find the real workflow problem?