"Quick story: The first time we got the task completion and customer satisfaction scores for a Support website the score was 21. Out of a 100. Yes 100. Essentially it was saying that the site purely existed to create Net Detractors, not Net Promoters (as was the intent). The company would have been better served by shutting the site. Yes some Customers would be upset that the company did not have a support site. But atleast they would not be actively pissed off after experiencing the site."
