Assembly Hall

Note: This proposal is to CCP, and not to the members of the Council of Stellar Management (CSM). However, since there does not seem to be a forum for directing proposals such as this to CCP, I will use the Assembly Hall.

After reading the white paper on the CSM, I propose that the CSM be ended and replaced with a better method of determining the voice of the customer.

From reading through a number of threads and posts on the current CSM, its members, and some of the current issues surrounding CCP and Eve Online, I am proposing that there are better ways of determining the voice of the Eve Online player-base.

If the current CSM was elected from only 10% of the player-base, and 2 current members are in the same alliance, it appears that the CSM does not constitute a representative sample of the Eve Online Community. If the CSM is not a representative sample, then the risk that CCP is not getting a clear picture of the Eve Online player-base is increased. It should be clear to CCP why an accurate understanding of the concerns and desires of the player base is of vital importance to CCP and the future of Eve Online.

The idea of an elected group of experts called upon to provide the voice of the customer to CCP appears to be a version of the Delphi method of decision making. This method is dependent on the belief that the panel of experts have an accurate understanding of what the Eve players want. Given the low turnout of players voting in the CSM elections, I would question CSM’s ability to represent the Eve Online community. To use a democratically elected, non-governing (CSM has no power, only voice) panel as a proxy to the Eve Community is a strange, and dangerous, way of determining the voice of the customer.

Analysts from Marketing, Sales, and Customer Service departments of many organizations use more quantitative analytic techniques in order to determine the voice of the customer. I propose that CCP remove the CSM, and implement a more robust method of determining the voice of the customer; one that is more representative of the player-base of Eve Online.

What do you propose be used instead, the size of threadnaughts?

Your issue is not with the CSM but with the community as a whole .. the fact that less than 15% can bothered to read a few pages of text and press a button is what breaks it.

As for not being representative:
There is a country in this world of ours that runs a two party system with a turn-over rate in its chambers worse than the one-party system of the USSR, in which you have to be a multi-millionaire to even have a chance of competing and where voter turnout rarely exceed 50% .. that country is supposedly the shining beacon of democracy (oversimplified).
But fear not, as more and more countries are heading the same direction chances are that it will be become the norm and thus validate the democracy claim since it will be the only 'option' on the block.

The CSM system is a lot more democratic since everyone (read: EVERY-DAMN-ONE) can run and get their message out, sure you get situations where large flocks of sheep (hiya Goonies o/) can guarantee a spot for their guy, but unless they truly spam the roster they'll never get more than the 1-2 people.
What we need is reps from the three security bands in Eve as the issues that they need to be educated in are more often than not specific to high/low/null and a homogeneous CSM like we have now (damn null monkeys!) is ultimately detrimental to a fluid/constructive process.

This is a game!

Do we need representation like some kind of world government? Let CCP developed their game as they see fit, if you don’t like it, unsub, simple. They have many tools better than the CSM, send an email survey, talk to people in game ( I would love that), read their forums, look at 3rd party forums. The list is endless. Which other game does this stuff? I think this community is spoiled and acts like a gigantic crying 12 year old. I really hope CCP just ignores us for a while and completes their vision. They have come this far, they have made a fantastic game even with its faults. I trust them a hell of allot more than some goose stepping jackass....

I know I will hear “but look at their track record, we are saving the game” bull ****! I think the game would have been a hell of allot better if they didn’t give into the cry babies. Sure we lost some whiners, that is a good thing! We have had almost a decade of space expansions, and now we get yet another 0.0 expansion. Go play another mmo and wait years for an expansion and months for updates. We can bite the bullet and play this fantastic game while CCP changes it into a game that will last another decade and I am sorry to say but that includes Incarna, micros transactions, and much more scarry changes to fill your diapers with. What this game need more than supercap balancing is NEW PLAYERS. CCP was on the right track with Incarna, if they have a chance to finish, we derailed the train. Now let them get back to work. I hope they swat the destraction that is the CSM like an uwanted fly buzzing in your ear.

(Not directed at anyone person)

This again? No.

Not really. What I'm saying is that there are better, more effective ways of tapping into ALL areas of the Eve universe. From what I understand, Null sec is one of the more interesting aspects of this game - I appreciate those that try to carry this message to other players.

If you do work at a higher tiered customer support company (they have tiers?), I would assume that while you may not, someone in your organization is interested in feedback from the customer.

I'm not sure which words were "Big" for you, but I apologize if it wasn't clear. This proposal is for a better way of capturing the voice of the customer. What that voice says is not something I'm concerned with (CCP is though). How the game really works is an important part of the voice of the customer - since you claim to have a better grasp of it than I do, I'm sure CPP would be interested in your opinion.

Most organizations with a strong customer service focus (even higher tiered ones) care about what their customers have to say - why do you think CCP would ignore a customer who wants CCP to improve upon capturing the voice of the customer, for the benefit of their product?

While I disagree with your belief that the Eve player-base is stupid, the intelligence of the customer doesn't matter. CCP needs to be concerned with all paying subscriptions. Telling the customer what it wants is a dangerous thing to do in business.

You're beginning to make me doubt that you have any idea of what customer service really is.

Your Ad hominem arguments don't help. My tenure in the game is irrelevant to value of the voice of the customer.

And who's voice is more valuable? The guys who create content for thousands, even tens of thousands of players out in nullsec, who create the things that actually hit outside news sites like the BBC, or the guys who sit in empire in a one man corp and run missions all day and never speak to anyone?

As this fine gent. pointed out.

You missed my poitn entirely and just picked apart the parts you where offended by.


I didn't say the customer player base in EVE is stupid.

I said customers are stupid. In its literal form there is no relevance or relationship...its a general metaphorical term.


Your time IS relevant...youve played this game for a little over a month..maybe 2...and you think you know whats best for us?

Seriously....Get out.

Some of us have things to take care of and we don't have time to hand hold you.


EVE Online is a cold harsh game....and your so called war drum beating in the name of "Customer Service" is heavily biased...and poluted.

Do I like suicide ganknig? No.
But until someone can come up with an alternative method to nail someones @$$ to the wall in high security space with CONCORD Protection.... I suggest you take a hike.

That is one of many examples of your so called "Customer Service" mantra that would ruin this game.

The so called "majority" you see is not a majority...it is a mob of a small percentage of the population that thinks they know how this game should be when they are utterly outgunned...outnumbered...and over powered.

CCP does listen to customers...but only in terms you'll never understand in your current prespective.

Sure as hell not going to give a crap over 1 little customer....needs to be something in the terms of 500 to 1000 before they pay attention.

Until you've put a good solid 6 months to a year into this game....you have utterly no business making "game breaking" decisions for the rest of us.

And even then its suspect.

I NEVER suggest anything without weighing in all sides...including the "Dreaded piwat" side...its their game too after all.

That...is the real world of customer service. Customer service by defintiion doesn't mean give them what they want...it means give them quality service...and that includes giving them the hard meassage...like "your #### outa luck bub" with a smile and a grin they couldn't yell at or punch.

In short..get over yourself.

My experience of tiered support organisations is that a million appeals get ignored with a "not broken won't fix" response, whilst major accounts get their badly thought though demands agreed to over dinner with the CEO completely outside the support organisation.

Oh.