Quote.com needs to put together some steps that should be taken when people experience problems and send them to all users.
1) why should they delete temp files? Which ones? At what point do you do it?
2) Am I correct if you had one server for every 10 customers, some would still have connection problems? How do you test or determine the internet connection is the problem?
3)What elements can cause strain on the program? short or long time frames on charts, Level II, Isld, T&S, Single Quotes, portfolios, option chains, use of broker interface, futures, or etc.?
4) what computer hardware would help the most? more ram? ASDL or cable modems? CPU speed?
5)When someone can't, say, get a chart or even log on; what do they do? Call, post here, post on onelist, or send e-mail? What should they expect on response? A few months ago, you used e-mail to get the word out on any problems. one message got to all. Why did you stop this? Do you want all the calls? Do you want to keep people in the dark? I think not. Don't hire more people to answer phones, get the message out to all at the same time. Never let people ask the same question or report the same problem over and over. Provide detailed support by e-mail. Print a weekly newletter with most recent problems and solutions, tips/hints, status reports. An informed customer is a happier customer.
I would appreicate an answer. |
