EVE Online : The Unhappy Customer Project
The EVE developer blog has been updated with new information about the so-called Unhappy Customer Project. The blog goes into a bit of detail about the petition process and even acknowledges that there have been some problems that the team is working to improve. The UCP is designed to streamline the process and turn unhappy customers into happy ones.
Before starting the Unhappy Customers project we were doing regular quality audits as well as using the escalation process and organic peer review to locate and fix mistakes. But we wanted even more overview.
The first challenge we faced was finding a way to proactively spot mistakes in petitions that are neither escalated nor reported to Senior or Lead GMs. As we receive approximately 30 thousand petitions every month, manually going over each one was not an option (not one we'd want to bill you guys for, that's for sure). It didn't take much deliberation on our part to realize that the rating system which we've already got in place could be used as a way to spot potentially mishandled petitions by simply looking up the petitions rated poorly by our own customers.