In fact, for an anonymous exchange of coins, this is even a very adequate rate. It's just that here on the forum we are used to the fact that projects kiss users' asses... from my observations, we are all somewhere in 2015 mentally (it seems this is the only place where this happens). 
I would not agree with this stance, I would rather say it's a matter of business. You have to listen to the users to improve the service. This includes the very way of maintaining the service-user relationship. Someone cannot be arrogant and expect that it will be treated with a warm welcome.Likewise, I don't remember seeing elsewhere that a service (I don't mean exclusively cce.cash) gets so much useful feedback for improvement.