Sum it up:
At first, it was about making the player happy as possible. Then activision introduced LEAN which is cancer and leading the downfall of many companies that introduce it, and it went from making the players happy, to saving as much money as possible and all about the 5 star ratings. Any rating from 1-4 counts as a 0 when rating GM support received.
Long post that goes into way greater detail. But Blizzard is now 100% Activision (like bioware is no longer bioware and 100% EA like all other EA games), and is no longer about making the players happy but even telling the GMs to find ways to say no instead of what the players want.
My Skyrim, Fallout 4, Starbound and WoW + other game mods at MODDB: