My client was a utility company, and they had a big problem...

The analytics people didn’t even know where these users were coming from. Of course, your javascript-based analytics package doesn’t see the users you are bouncing because of javascript failures.

  • Novi Sad@feddit.orgOP
    5·
    1 month ago

    Doubled compared to what?

    This perhaps answers your question (although the length of the measurement intervals (before/after) is not specified):

    When we launched, the number of people completing the form doubled.

    How did 96% satisfaction get calculated earlier, if there were so many users whose needs were not met?

    The 96% (or whatever the exact threshold is) seems to be a requirement imposed by law, so that it’s probably measured through some external procedure:

    Adding a lot of pressure, this was a regulated monopoly, and if their customer satisfaction dropped below 96% (if I remember correctly) it could result in millions of pounds in fines.