I would add that one must also facilitate feedback - which I think is separate from (and has a separate response rate from) sending out a "what did you think?" type email. Plus, if you wait to contact me, I may have forgotten the details of what I discovered. I emphasize to all my project teams: you are only a "new user" once. That time is magic, so pay attention and stick your hand up if something smells funny to you.

Further toward that facilitating feedback point, I may be a visionary, but I don't want to spent 15 minutes creating a Bugzilla account and trolling through whatever gawdawful bug submission process your project has. I will send an email to [email protected], I will for sure use a "submit feedback" button from within the app or webpage[1], I will use a "contact us" form on your website, and I might send a tweet if that's the option of last resort.

I said all of that to say I wholeheartedly agree with the article's premise, but please ensure that you have greased as many of the paths of information ingress as you reasonably can.

1 = With the assumption that such an action will carry with it contextual information: where I was, what browser, maybe some session information - basically the same reason anyone uses the "send report" button from a dead Android app