There was a time where our software was becoming infamous for being slow. Some managers wanted to actively attempt to address user’s concerns. Some changes were made; some with improvements to all users, and some that were situational – such as only affecting calls when the returned data was large.
Soon, managers were boasting about a graph they put together which showed the number of complaints made from users containing the word “slow”; it generally showed a negative trend.
I wasn’t sure I understood the graph too well. How many users call Support multiple times for the same complaint? because if you have complained about it, then you might not call back. So that means; after a week, all the complaints might have already come in so you expect a drop off.
So if no fixes were produced, I would expect a downward trend because everyone that was willing to complain about it will have done so.
There were some spikes in the graph, but managers did not explain the increases.
There have been times where figures have been manipulated like the times where we would log new bug tickets rather than re-open the closed one we knew had been incorrectly closed. There was even a time where bugs were closed then re-logged just to restart the SLA (Service Level Agreement) timer.
It would be funny if Support were told they would be monitored on the word “slow“, so they logged all new complaints under “not fast“.
“In other news, cases mentioning “snail’s pace” or “never loads” have risen by 300%”.
Fake quote
Stranger Coding Tings 