Does anyone have any statistics or considered estimation on the proportion of users that contact a web site to inform/complain that an on-line process that they attempted failed?
Further, does it vary with the kind of contact required? Eg
- on-line feedback form
- telephone (local call)
- in-browser instant chat
The specific scenario I have in mind is an eBay-like site where the head office receive about 5 telephone calls per month from users complaining that they had problems placing an advertisement.
Just how large could the problem be?
My guess is that for every 1 complaint there would be 10-100 unhappy users that didn't bother complaining, maybe more.
Does anyone know of typical ratios, even for non IT related activities?
I acknowledge that actual figures will vary greatly with the type of application, demographic of user and their expectations and how important the process is to them... and many other factors. I'm just looking for "ball park" figures.