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I think most people would not bother to give feedback when something goes wrong. I know that I certainly do not. I have tried in the past and you always run into some sort of problem with the feedback mechanism or they simply do not care about your problem.

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Agreed - the clear lack of effort to allow or respond to feedback has trained people not to provide it. My alpha testers seem to find it hard to notice the huge "FEEDBACK" link on my site, and after analysing their trajectory through the site, they aren't then telling me anything.

There are lessons to learn here - if you want feedback, you have to pull it. And if someone is willing to give you feedback, make it effortless for them.

And test, test, test, test.

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