A report by Forrester Research concluded that about 20% of all support tickets are related to passwords and unlocking an account. Another study concluded that the cost of a help desk call today averages around 30 Euro, which, undeniably is, quite high in terms of customer serviceability cost. Combining these two studies, it is not difficult to estimate the expenditure IT service desks would bear just to solve tickets related to account unlocking issues.
If you’ve ever watched The Office, you might remember the episode when Dwight and Jim discover that their customers have been giving them terrible reviews. They’re in total and utter denial — “The reason that I got bad customer reviews is because I didn’t! There is a massive conspiracy going on here!” Dwight protests.