It feels like everyone overestimated her power, in the sense that while her potential is enormous, they thought that alone (along with some blunted name recognition and viral tweets), could bypass actually releasing music and crafting a sound for her over the years.
Said this before in another thread but she has really tried it all: dancehall/Afrobeats-inspired songs (with Calvin Harris), alt R&B (Waves), dance-pop collabs (with Sam Smith), bubblegum pop leftovers (Motivation), and now a chill R&B song with an iconic 90s sample (Wild Side). Couple that distinct lack of musical identity with the fact she's released 9 songs—with no album in sight—in 3.5 years of a solo career, and these early numbers are not surprising
The good thing is the song has room to grow with playlisting and radio. Her team need to stick to an album rollout regardless of the numbers. Get the music out, let us know who Normani really is as an artist, and then grow from there.