I need some good statistics on how much effort do people spend on an average software bug. We assume that there is some interface between users and developers and wish to calculate just the bug costs, not the followup costs.
- How long does it take an average user to report an average bug?
- How long does it take an average developer to fix an average bug?
I need real numbers, with or without error bars. These may be given in hours or in currency such as USD or EUR, if you feel it more appropriate.
We wish to count only the time the user/developer actively do something useful, such as asking for more information and supplying it, saying thanks, coding, etc., but not just sit-and-wait times.
Good literature references and good analyis is welcome. I know that good numbers are difficult to come up with, that error margins can be large, an that the answer is industry-dependent, but please no bullshit. Of course, the terms "user", "developer", "bug", "average", "report", "fix", "industry" ... are imprecise; you may make these terms precise if you wish to.