Not to say it's all positives, I'm sure a big title has a lot of linux users in the annoying 'enthusiastic youngster' phase a lot of school-age PC gamers go through. But the kind of spreadsheet math that doesn't even classify support interactions is lazy.
I've worked with multiple companies on projects with large support infrastructure and teams. I've seem many foreseeably-bad business moves called "data driven decisions" based on support metrics. Metrics aren't insight, but they do let a business team justify the decisions well on paper. I'll avoid writing a whole rant about supporting a call center, but I will say their cost and ancillary nature makes iterating with the data coming out of them (or just iterating on the design on the support system itself) poorly prioritized and full of noisy signals.
https://old.reddit.com/r/gamedev/comments/qeqn3b/despite_hav...
Not to say it's all positives, I'm sure a big title has a lot of linux users in the annoying 'enthusiastic youngster' phase a lot of school-age PC gamers go through. But the kind of spreadsheet math that doesn't even classify support interactions is lazy.
I've worked with multiple companies on projects with large support infrastructure and teams. I've seem many foreseeably-bad business moves called "data driven decisions" based on support metrics. Metrics aren't insight, but they do let a business team justify the decisions well on paper. I'll avoid writing a whole rant about supporting a call center, but I will say their cost and ancillary nature makes iterating with the data coming out of them (or just iterating on the design on the support system itself) poorly prioritized and full of noisy signals.