It’s not arrogant - it’s a definition. For this discussion, and that famous study, “new player” is just that - someone who has just installed the game client and trying to figure out what this game is about. The vast majority of players are lost during this early phase and it isn’t to ‘griefers’. The study CCP did concluded what is obvious to anyone who thinks about the situation unbiasedly for a minutes - this game is confusing, different than most others, and boring if the players end up mining or missioning by themselves in some quiet highsec system. Perhaps a tiny number of people will connect with the missioning system, at least for a while, but most just go play something else.
That “new player” is the majority and where most subscriber losses happen. Yes, there are “newer players” who run into other issues and stumbling blocks a few months into their Eve career, and some of those may be a direct result of how other players are playing the game, but the hope is by then they have figured out what Eve is all about. Regardless, that isn’t the cohort CCP Rise and friends looked at. We don’t really know what makes them quit or stay. But I wouldn’t be surprised if non-consensual loss was more significant there.
But at that point we have a philosophical issue. If Eve is suppose to be dangerous and about non-consensual loss, can we really do anything when those things find a newer player and they decide they don’t like it and quit? I am not sure we really can. We should do our best to set expectations and prepare them for it so it isn’t a shock or surprise, but ultimately that is the game and if someone doesn’t want to play and take their ball home, then they can.
CCP has gone pretty much as far as it can giving safe space in this game. Highsec is already essentially completely safe for almost all behaviour if you have some basic level of assets, SP and game knowledge. We all know as veterans the tricks that keep us almost perfectly safe, and even if we get complacent, losses for a veteran are general in terms of a fraction of a percent of wealth. I get that this isn’t necessarily true for a newer player, especially one who hasn’t internalized the “don’t fly what you can’t afford to lose” Golden Rule, but again newer players are always going to be at a disadvantage as this is a competitive game so I am not sure there is much more CCP can do and still leave a functioning game for the rest of us.