Thanks for your thoughts.
Yes, if a user can’t complete a task on their own, it is indicating a problem. I think it’s indicating an even more severe problem if someone can’t complete a task with help, and that distinction between the two is useful.
And in the real world, there is actually the help desk and colleagues who may know the system better. Users who are able to get a hint from a colleague and then successfully complete a task would not have to call the help desk, and we are trying to reduce help desk time.