Six people read my documentation and understood it perfectly.
One person did not.
It’s a small group of people. Not even a case study. But I looked at it and thought “I must fix my documentation.”
We cannot assume that ‘If most people get it, it’s good enough.’ We cannot simply accept the majority anymore, because the truth is that most people won’t tell you they were confused. They’ll get frustrate and annoyed and pissed off because they can’t figure a thing out.
It’s for the people who are silent that we must listen to the minority reports and ask them “How can this be more clear?”
I work with plugin developers an awful lot. They get bad reviews from people who cannot find the answer to a problem. Often the developers argue that it was documented. If people can’t find, in your documentation, the answer, then you need to re-think how it was presented.
I often reply “It’s listed here in the FAQ. Is there a place I can make that more obvious for users?” Rarely do people reply, but one person said “I was looking for this other term!” So I added it in.
Your words, what you say and how you say it, are as important as how they’re found. If people can’t find the answer, they’ll be annoyed and frustrated which is completely the opposite of what you meant.
Listen to what people say about your writing. Adjust.