Customer Happiness – August 2016 September 6, 2016 19:00
Hey there! Today we’re taking a look at our?customer service team’s performance metrics for August. Our happiness reports give us a way to constantly evaluate our performance and to share our goals publicly each month.
For August, our goal was?to bring?happiness ratings back up to 100% and ensure our average response times were within 12 hours. Here’s how August?compared to?our July report:
| NUMBER | % CHANGE | |
|---|---|---|
| Customers Helped | 666 | increased 41% |
| Conversations Opened | 557 | increased?21% |
| Happiness Rating | 100% | increased 2% |
| Satisfaction Rating | 100% | no change |
| Average Time to First Reply | 6h 45m | decreased 19% |
| Average Replies per Conversation | 2.70 | decreased?3% |
| Average Response Time | 8h 14m | decreased 17% |
| Percent Replies within 12hr | 79% | increased 2% |
Upsides
We?are happy to report we’ve?improved in multiple areas for August?- Hooray!?We increased?our happiness rating to 100% while decreasing our average response times and average first reply times. Keeping our customers happy is certainly one of our primary goals, so this is great to see.
Downsides
Overall, August?was a great?month!?We were able to improve in all areas despite significant increases in the numbers of conversations compared to July.
Goals
In September, we?ll look to do more of the same! We will aim to maintain our happiness ratings, and continue to decrease our response times.
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