I find this study fasinating in that JWs were encouraged to call and tell their stories, thinking that even if they were anonymous, they'd be praising the GB's rules and protocoles.
Such testimonies should have outweighted apostate testimonials, influencing the study to conclude that JWs are by and large, handling things properly. And yet, the study was very negative of JWs.
Face with this result, the JWs leaders had two options in front of them:
1) Accept that when people are anonymous, they speak their own individual minds and that their internal processes are indeed very flawed. Understand that, without a channel through which the members can speak freely and anonymously, JW leaders will never have a clear understanding of how their policies impact their members.
OR
2) Assume that the majority of people who called were apostates, driven by the devil, and that the people doing the study had a bias against the society from the get go.
Sadly, they chose the second option.