Earlier quoted context omitted.
If you have a situation where large swathes of the general public desperately want alternatives, but despair of ever seeing a viable one, then something there stinks like a monopoly.
Likely, although "everyone is dissatisfied, but not enough to leave" can also be a result of compromise. If there's value to be had by everyone using the same thing, while everyone wants that one thing to be a little different than what others want, a lot of people will "want alternatives" that they can't really have regardless of how the provider behaves.
That's a distortion. It's more like, lots of people are dissatisfied, but all of the alternatives are economic/network-effect suicide. It's more like people living and working in the crappy mining town, because the only alternatives are like living as a hobo in the woods.