Do I think Sony could be better at engagement? Sure. Do I think the type and level of engagement Microsoft goes for is healthy and natural? No.
I think something that goes overlooked is that Sony does listen and it's clear that they listen. That doesn't mean they'll actively engage with the community or that it will give the community everything it wants, especially if that community isn't representative of the larger gaming public.
Like the online discourse surrounding Horizon isn't reflecting in the success the franchise has, which tells you that the community consists of a higher percentage of incels than the real gaming community.
Sony was going to shut down the PS3 store, something they have all the metrics on regarding utility, but they didn't after feedback. It probably costs them more to maintain that than its worth, but they kept it for a vocal minority.
People want PS3 emulation, but the PS3 was their worst performing home console, most of their games are remastered, and they know how much people use emulation for PS1-2 games and how much people play PS4 games.