Can you expound on this? Are you saying that they have loyalty once they have signed up with one provider. Or maybe that they only care about the main feature and tertiary features don't tend to sway them?
Merely having features will not magically cause customers to discover you or convert from your free trial. Customer churn rates in SaaS are sensitive to many things but feature parity with competitors is generally not a dominating factor, because it's so low on the list of concerns. (The rule-of-thumb in low-touch B2B SaaS is that your churn starts relatively high, hits 5% pretty quickly after you work on it, and then you get long road to 2% as you get better at everything.)
I have worked for/with a number of Saas companies, including one that was purchased by a major company for a high eight-figure amount, and based on the sales cycles I observed and participated in at each company, the idea that feature set has little to do with purchasing decisions is a ludicrous claim.
What happens often is that you get a sale because you support some oddball feature.
Your best bet with SaaS is try to do that. Find a cluster of customers (realtors, doctors, train hobbyists) and over support their oddball features and get a good rep for supporting that vertical. Word of mouth within the cluster will get around (person to person, vertical forums, etc) and you will dominate that space. Once you are the big fish in that small pond feature set, branch outwards to other ponds.
I finally did cancel it as part of an overall "reduce small annoyances in my life" effort.
But if I'm at all typical, a lot of software or services are purchased with intentions to use it and then it is never used. But also never canceled.