Customer Happiness – October 2016 November 9, 2016 02:04
Today we’re taking a look at our customer service team’s performance metrics for October. Our happiness reports give us a way to continuously?evaluate our performance and to share our goals publicly each month.
In October, our goal was?to bring?happiness ratings back up to 100% and maintain our?average response times. Here’s how October?compared to our September report:
| NUMBER | % CHANGE | |
|---|---|---|
| Customers Helped | 632 | increased 14% |
| Conversations Opened | 671 | increased 19% |
| Happiness Rating | 100% | increased 6% |
| Satisfaction Rating | 100% | increased 2% |
| Average Time to First Reply | 10h 24m | increased?57% |
| Average Replies per Conversation | 2.53 | decreased 6% |
| Average Response Time | 11h 22m | increased 59% |
| Percent Replies within 12hr | 73% | decreased?9% |
Upsides
In October we saw a large increase in the number conversations opened. Despite the increased volume, we’re?happy to report we were able to bring our happiness rating back up to 100%! Customer happiness is very important to us so it’s encouraging to see we were able to improve in that area.
Downsides
We?saw a spike in our average response times, likely due to the increased number of conversations and the on-boarding of a new staff member. We will certainly be keeping an eye on this metric?to ensure?our customers receive answers in a timely fashion.
Goals
For November, we?ll look to improve our?average response times while maintaining our customer satisfactions rating.
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