The number one thing that a VPN service (or any web based service) needs to have are security, and reliability.

If PureVPN gets hacked and there are data leaks the platform fails at the one thing it is intended to do. (That's not intended to sound rude it's just the truth)

If the platform is unreliable and inconsistent people will stop paying for it.

So far PureVPN is both secure and reliable but that needs to be maintained in order for the users to stay and remain happy.

It is also vital that management is HONEST about limitations and drawbacks, and that no one is being disperportinaly exploited while improving the platform. Paying workers fairly for their contributions should be mandatory.