They do most of that. Yet players still make more threads asking for more updates. Or in the same post less than an hour later asking for more updates.
And you are discrediting the actual experience of other posters on the forum. Who have seen issues like this happen before. Your study means nothing here. Without access to the study, the criteria used to select respondents, the topic the study was asking questions about, what company funded the study, what the questions were, what specific business type the customer support was for, your study means nothing.
You assume a lot about me. You assume I am not familiar with the topic at hand. This isn’t phone support. There is no one on hold here. Your study means nothing. You are erroneously trying to compare phone support with a forum. They are not the same.
It isn’t a wide service outage. It is happening to certain servers and certain players.
It was on the launcher. Players ignored it. It was on Twitter. Players ignored it. There were mega threads in Customer Support and Technical Support. Players not only ignored it but created more threads about it because there hadn’t been a Blue post in the previous hour. There’s a sticky in General Discussion. Players ignored it. So tell me where Blizzard would have to put it for players to know about it?
Welcome to the Customer Support forum. It is a PLAYER-HELPING-PLAYER forum with Blizzard oversight and moderation. Customer Service is done through ticketing. Having more posts in the forums WILL NOT improve the customer service perception. It will result in players asking why one topic garnered a response when their one did not. It will result in players asking why someone’s question was answered when their exact same question wasn’t. Why do I say this? Because it actually happened. It’s not part of some study based on phone support. Those same studies are why we have the hold music we do. Because it was found that people would stay on hold longer if that was played. But that is PHONE support and has nothing to do with the forums.
You want a change in policy. That can not be done through the Customer Support forum. The ones who make those decisions don’t come to the Customer Support forum for feedback/suggestions and the SFAs are not liaisons with them.
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