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Customer Support Costs:

Customer Support Costs: Blaming the Victim

  • How many of these calls reflect defects in the product?

    • Estimate attributed to Bill Gates: 2%
    • Other tech support experts: 5-20%
    • Apple / Borland data summarized as 33%

  • David Pels and I tried a different approach: looked at cost to prevent calls.

    • Estimated that 50% of calls could be prevented with “cheap fixes” to code, docs, packaging, support files (such as drivers)
    • After a year of fixing and changing (including new code, new bugs), call costs dropped by over half.

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