IMO the in-game moderation (and the forums to a large extent) are a bit too overzealous in the name of “getting rid of toxicity”, almost to the point of being detrimental.
Several insults, to include the brittish slang for a used cigarette butt, can and have resulted in 3-day bans due to “hatespeach[sic] against LGBT”.
This is the game where you talk crap in local and then get suicide ganked in response, and the suicide ganking is normal, but the talking crap in local (mind you, not exacerbated/targeted spam of messages toward a single player, and with enough respect to quit when asked) is too much? gets kinda stupid as of late.
A community is best when everybody can be honest with each other, and open about it – or completely dishonest, and most importantly unpunished (mods/GM/etc. – not from other players) is the best part of the eve community.
The stories of somebody posting something they didn’t like on the forums, and then ganking that person in game are some of the best. The stories about the political intrigue, spys, corporate espionage, are straight up amazing.
But then you bring up new players… I don’t believe the community behavior is a factor for this. If people expect a complete echo-chamber of concurrence where all else is not allowed, the game play will be expected to follow a similar structure – it doesn’t, and any expectations that it should or the community should be quashed. If the person quit eve due to the “community being toxic”, I call good riddance, the gameplay of Eve will likely not be a good match for them anyway, and better they go be happy elsewhere than miserable here.
So, while on the topic of NPE, allow me to get on a soapbox for a bit:
Most of the challenge with new players is that Eve is not a MMO in the same way that World of Warcraft or FF14 are. Eve really is a unique and different thing, but it gets shoehorned in with all of those other games, which set up a lot of different expectations for the game.
Many will be turned away with how skill progression goes – they can’t play eve 20 hours a day for 2 weeks to get to max level, and the concept of waiting a week or two (half of a monthly subscription cycle) to get a skill to V to unlock training another set of skills is going to be incredibly offputting to them.
Also, the concept of loss. Dying in Eve is very different from dying in World of Warcraft. When your total net worth is 25 mil, and 24.3 mil is a cruiser fit with a hodgepodge of T1 and T2 modules…dying in lowsec is losing everything, and that is a rough point that many new players quit from. The on-rails NPE explains it, and it gets explained AGAIN in the combat series of beginner quests…but it won’t be until that point where Eve gets internalized where losing ships is a truth of the situation, it is going to happen, and there isn’t a way around it.
(edit: grammar)