EVE General Discussion

I spent entirely too much effort into trying to concisely answer the CCP Survey, so I figured I'd post the "essay portion of the test" here as I'm interested to have someone read it at least once.

I'm not opposed to changing the responses listed below (if shaping this from a personal to community opinion is desired). I think these questions are more effectively answered by providing examples from other threads, making this a CliffNotes/punch list. I have no idea if this thing is going to sink like a stone or if keeping up with the thread to adjust responses and add links may be too ambitious a plan - we'll just see what happens.


Below are more detailed responses to the last few questions (which don't easily fit with radio button scores):

• CCP's communication to the players about the product is sufficient - This is difficult. You communicate more than other MMOs, but your interest in engaging the community has had mixed results. From an outsider perspective - sufficient communication. From a 2+ year player - your desire to communicate is a valid use of effort: you guys can do better.


• CCP shows honesty and integrity in its communication to players - Another "yes and no" as are most of the questions I've listed here. I realize an attempt is made, but there are still too many knee-jerk responses where it is clear that a CCP employee is not listening carefully to what is being expressed. While I am aware that the number of idiotic, repetitive posts on the forums don't help things, there are several movements that deserve MUCH more attention than they're currently being given. There's also the whole keeping your word/"delivering on promises" that belongs in the 'honesty and integrity' conversation, but I'll answer it as part of the separate question that is asked below.


• CCP actively listens to feedback from its customers about the product and services provided - To be honest, it's not fair to paint CCP with a single brushstroke. You have some excellent communicators on your staff who go out of their way to really understand what is being said. However, as with the players, the employees whose ears are closed are the quickest to open their mouths.


• CCP reacts to feedback from its customers about the product and services provided - This may again be dancing around the same issue as above: CCP typically (eventually) reacts - it's just that up to 20% of those reactions may be counter-productive to your brand.


• CCP provides a good service to its customers - Yes.


• On the whole, I am satisfied with the service CCP provides - How about 80% "Yes", 20% "No"?


• CCP has always been fair in their dealings with the customer - Oh boy, this is not a good survey question. ALWAYS? No. Absolutely not. A simply majority of the time (when the customer has a legitimate gripe)? Yes, but I'd hesitate to say 'most' of the time. It is during these 'dealings' - when communication is key - that a miscommunication is made that sparks the ire or ennui of the customer. There's an element of 'dealing' with issues in a timely manner as well that leads to awarding only partial credit on some fixes/responses.


• CCP always delivers what it promises - [Your survey question writer does not like you. "Always" again? Seriously? Who would say "Yes"?] See most of the response to the [previous] "fair" question.


• CCP's professional competence is quite high - It's implied or inferred that you've got a great staff, but it's not really presented in an approachable fashion. Put it this way, if you believe that this sort of page is important: http://www.ccpgames.com/en/company/management, then why not create a similar landing page for the different teams, what they're working on, and the developers bios? I was SHOCKED to find that dev bios already exist - they're just drab, ignored, and don't have much relevant information on them (http://community.eveonline.com/devblog.asp?a=author&p=CCP%20Ripley - not trying to single you out Ripley, just providing an example). Updating these devbio pages to include the bio they use when they are first introduced, listing their major contributions, their devblogs, etc. would provide a method of the player base evaluating 'competency' and allow for credit to be given when credit is due.

All of the above really boil down to professional communication. It's something that every business lives or dies by. Good luck in your efforts to improve. Fly safe!

Now the survey is useless since it has been tainted by your public opinion. I, for one, will always think "what did Jaden Mars wrote about this question?" for every question, thus biasing my answers.

As much to self-promote as to garner likes for Unsuccessful at Everything, Verfanny and Dasola... thank you all and sundry for providing an appropriate response before this thing sinks like a stone.

At least it was one of the predicted outcomes.
J