Today I emailed a number of our users, asking them to change their passwords. To be exact, I emailed 7462 users, which in itself is a bit of a logistical exercise, when you want each mail to be personalized.
Of them, we got some 250 or so bounces – that I saw, anyway, I was smart and redirected them to a colleague. This was quite expected, and will help us improve the data quality.
We also received, during the time that I was there, 75 or so mails from people who were confused, or had problems logging in. This over the course of about 2 hours. This was also expected, although some of the responses were a bit more over the top than I’d expected. People seem to not want to change their passwords.
I had the pleasure of handling some of the support requests, and I think I can happily say that they are mostly an issue of noone having used this system before. People didn’t know what their user name was (even though it was stated in the email), not did they know what password was to be changed. Still, apart from the 75 or so support requests I saw, more than 400 people have managed to change their passwords. All in all, I am quite satisfied at this first try – we knew it was going to be a hassle, and it’s proven us right. 😉 It will hopefully improve a lot when we send out the 2nd and 3rd rounds in a few weeks time, and be much, much better when we do it all over in February.