7 people voted on the poll, which means very little. If there was 1000+ people voting on the poll, then you can start taking the numbers seriously. If you have 250K clients, 7 poll answers? like a needle in the haystack.
As with any industry and business, you rarely ever hear from satisfied/happy clients. They don't have time to do polls, or surveys, etc. People that are unhappy will make sure to fill out surveys, and post complaints on forums. Internet/forum/survey complaints, are weighed very little in any industry because of this.
Look at the Auto industry. They used mailed surveys. Back in the 80's they really meant something. Then the surveys were used only by complaints, and no matter how hard they tried, they couldn't get people that were happy with the product to answer them. Then they went to phone call surveys, which didn't work either, cause happy people didn't want to be bothered. Then they went to email surveys, and same thing. So if you cannot gauge the good with the bad, it is pointless.
We have about a handful of people here in the forum that are active every day. Say 4-5 that are completely disatisfied with everything Jag does or says. Where is the other 250K people? They must be pretty satisfied cause you don't hear from them.
Point is, in reality, You cannot change your business model over 4-5 people when you have over 250,000 majority satisfied clients. Yes you can listen and try to be empathetic to the few that are repeatedly unhappy, but you don't change your whole business model.
I have had happy clients for years, and I would ask them, "how come you never respond to the surveys". Their answers were always the same "If I am happy, you'll never hear from me".
Now if you have a situation like netflix, where 800,000 people complained, YES, then you change your business model.
JaguarPC must be doing something right, cause they have 250,000 clients, and they only have a handful here that have habitual complaints. Obviously the majority is happy and completely satisfied.Edited / Rephrased
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