Customer Happiness – February 2016 March 7, 2016 20:00
2016 is moving right along smile Time for another look into our customer service team for February! Our happiness reports let everyone get some insight into how our customer service performs in a given month with respect to average response times and customer satisfaction.
In February, we wanted to work towards maintaining happiness ratings while reducing average response times. We knew this would be a tall
order for this month due to our large Product Customizer upgrades, so we pulled the entire engineering team into Product Customizer for the last couple weeks of the month to try to balance this out.
Here’s how February compared to our our January report:
| Number | % Change | |
|---|---|---|
| Customers Helped | 450 | increased 42% |
| Conversations Opened | 540 | increased 24% |
| Happiness Rating | 98% | decreased 2% |
| Satisfaction Rating | 98% | decreased 2% |
| Average Time to First Reply | 7h 37m | decreased 15% |
| Average Replies per Conversation | 3.01 | decreased 11% |
| Average Response Time | 9h 13m | decreased 16% |
| Percent Replies within 12hr | 81% | decreased 7% |
Upsides
Despite a massive increase in customers helped and conversations opened this month from the app upgrades, we were able to decrease first and average response times. These were also some pretty significant decreases with the entire team completely focused on support and fixes.
Downsides
Despite decreases in first response and average response time, our replies within 12 hours dipped a bit more in this month, and we had one negative customer rating this month as well.
We had our company retreat in February so the travel time impacted our replies within 12 hours, so we expected this, but will definitely continue to work on keeping satisfaction ratings as high as possible.
Goals
In March we’ll look to bump happiness and satisfaction ratings back up, while maintaining our improvements in response time as our engineering team shifts back into development and making improvements to our apps. While reducing averaging response times is great, we’ll also look to be more consistent within 12 hours now that our team members are back home after our retreat.
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