Section 508: What can we infer from a lack of complaints?
By Chris Law, Ph.D., Senior Accessibility Analyst
Question: "How's 508 working out for your customers?"
Response: "We haven't had any complaints, so I think we're doing really well."
A lack of complaints is often cited in Section 508 circles as an indicator that we are all doing a great job for our customers. But are we? Research on consumer complaints suggests that people in general don't complain. They either go elsewhere, or just stop using that type of product or service.
Think about your latest bad restaurant experience. Did you complain to the management or just not go back? If you were to complain to the manager about your food, would you expect to receive a prompt, courteous response with a sincere attempt to resolve the problem? You bet! Section 508 departments put plans and procedures in place to quickly respond to complaints as they arise. Indeed I've...