Quote Originally Posted by Dzian View Post
Actually very wrong. There's a reason the old buzz terms like vocal minority and such don't get used anymore and that reason is because they've been proven to be totally wrong.

companies around the world have invested billions into this research and typically found the so dubbed vocal minority is actually usually not a minority at all..

For every person that has a compalaint. 26 more will have the same complaint but say nothing. and those 26 people will each tell 10 other people about there compalint and potentially turn those people away from your product.

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the active playerbase is also significantly less than the advertised playerbase.. the numbers SE tends to publish are how many players have played the game... not how many do.. and if yougo by recent social media stuff 28 million players have played FFXIV, but the active playerbase is just over 1 million if you look at things like lucky bancho. so less than 5% of those 28 million are happy and still playing the gsame...
I agree with you, but that last paragraph is irrelevant. It's common for companies to flex their total number of players, if you want to follow this logic, it will make every older game seem worse than it is, and make newer games seem better. This fact doesn't represent much, maybe if you had 2 similar games, released at similar time, and both had exact same way of counting players, then you could use it for comparison. Other than that, it doesn't tell us much.



These facts from the source are definitely worth thinking about:
70% of complaining customers will do business with you again if you resolve the complaint in their favour. Source: Lee Resource Inc

95% of complaining customers will do business with you again if you resolve the complaint instantly. Source: Lee Resource Inc

Reducing customer defections can boost profits by 25-85%. In 73% of cases, the organization made no attempt to persuade dissatisfied customers to stay; even though 35% said that a simple apology would have prevented them from moving to the competition. Source: NOP

80% of complaints received by an organisation are likely to have poor communication as their root cause, either with the customer or within the organisation itself.
Source: Unknown
Yes, SE does sometimes listen to feedback, but most of it is very, very late. Living dead was fixed recently, Kaiten is still unsolved, with their reasoning that they'll add something instead being utterly irrelevant, since we still have nothing after 1.5 year. Do they think that those 25% are not worth their time?

Simple apology will be enough for 35% of the people, yet they resort to radio silence instead.

80% of complaints caused by poor communication? Well, it certainly seems that SE is above average in this sense. Do you remember when they said PLD deserves lower damage because he has range in magical phase, or when Yoshi told healers to just play ultimate if they want to have fun? Or when they gave 3 different reasons on why they removed Kaiten?