“I’d like to hear more about the 2% of outlier cases for whom the switch won’t be as desirable.”
Having worked with the public in another capacity, I can confidently say: there’s no pleasing everyone. no matter what.
And: the two percent will post at length on Yelp, failing to mention, for example, that their tent failed after it had been drunkenly tossed into the giant fire they’d lit for entertainment. Etc.
No doubt there is no pleasing everyone. Is it really necessary, however, to paint such an extremely negative picture of those 2%? Even supposing one has a database to confirm certain statistical trends (such as tents trashed by inebriated users), it’s always crucial for the researcher to remember that statistics create aggregate identities that do not and cannot simply correspond to real life human individuals.
We need another way to look at this, one that is more respectful of the people involved.
To get an idea of what might be at stake here (pun intended), it would suffice to (re)read this thread over at trek-lite which discusses the experience of a small minority of users — experienced and not inebriated — for whom slight changes in the dimensions and design of the Trailstar were NOT welcome and appreciated. https://www.trek-lite.com/index.php?threads/new-orange-trailstar.10520/
Ron Bell participated actively in that thread. Although Ron does suggest that user inexperience may be at fault (see his comment “we also get asked how to tie very basic knots”), he does finally admit that, “There are technical reasons the new fabric [introduced in 2020] needs to be a slight bit tweaked in the curve. Old curves on new fabric would be bad.” That’s a very useful bit of information, there. Wouldn’t it be great to know more, not less?
Look, maybe I’m just naive. But when Ron says 98% of users will be satisfied with the changes, I don’t think it’s just marketing speak any more than just an expression of haughty disdain for the customer. I may be naive but I think that it means that Ron has a pretty good idea, based on experience, of a few user types/use cases that exceed the design limits or whatever.
I don’t know about you folks but I am always eager to hear from Ron (and others) about atypical experiences. A passionate interest in shelters makes me interested in all aspects of their performance, including limits and failures. Ron has shared that kind of information before and there’s no reason to think he wouldn’t again.