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.
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.
