> It might look like the number of absolute support issues landing on HN is increasing, but proportionally, the rate remains steady.
This means Strip still hasn't created a working escalation process for customers.
Going public with a complaint isn't something most people are willing to do (specially b2b) or even have the ability to do. If it still regularly occurs, you really need something better to deal with the "hard" cases.
Think about it: how many people people are able to get an Ask HN on the front page? And how is that rate growing? (probably not much). Compare that to the overall customer base and its growth.
When I make this thought experiment, it seems that many desperate customers don't reach working support through HN, and that the relative rate is still constant (and not declining) should really be a headache to anybody worried about customer support quality.
This means Strip still hasn't created a working escalation process for customers.
Going public with a complaint isn't something most people are willing to do (specially b2b) or even have the ability to do. If it still regularly occurs, you really need something better to deal with the "hard" cases.
Think about it: how many people people are able to get an Ask HN on the front page? And how is that rate growing? (probably not much). Compare that to the overall customer base and its growth.
When I make this thought experiment, it seems that many desperate customers don't reach working support through HN, and that the relative rate is still constant (and not declining) should really be a headache to anybody worried about customer support quality.