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Sorry, you are correct, I made that assumption. It seemed implied by your use of user complaints as a metric of success—I assumed that was the case because you didn't have hard data, so I apologize if that's not the case.

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Not a problem at all. I place high value on being available to users of my website. I reply to each and every message. Perhaps it's a bit unusual for someone to talk about that before the numbers.

It has been my experience that I've gained more valuable insight from talking with users than I have from the numbers.

But, as a little Latina girl once said, why not both?

I think the other person was talking about quantitative data (e.g. from Google Analytics), not qualitative data from customer conversations / complaints.

Yes. That's also what I thought. I'm not sure why you think I thought otherwise.

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