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Password fatigue - Wikipedia, the free encyclopedia
"20% of customer service calls are password-related."
Adding passwords to a site would make customer service increase 25%. This is brutal considering it's hard to automate, and according to Joel Spolsky, one of the first jobs a startup hands to a dude who works on an hourly wage.
Then there's the larger cost of turning users away.
- TheTarquin 19y agoThis is a perfect example of where the theory/practice divide comes back to bite us. In THEORY enforced entropy, scheduled changes, "blind" passwords that don't echo back a character, etc. all make our users way safer. In practice, most of the time they just piss them off and the users just recycle the same "entropic-enough" passwords on all sites, which they rotate through whenever bothered to do so. Users haven't read the security texts and, if they have, they probably don't care. Which isn't to say we SHOULDN'T design systems like that, it just means that we shouldn't be surprised when users circumvent our well-intentioned password policies.