Customer Happiness – July 2015 August 07, 2015 03:00

Another month, another analysis of our customer service metrics smile

Each month we take a look at our customer service team’s progress, so we’re going to examine our support team’s metrics for July.

Our happiness reports are public so you can insight into how our service team works and to give us an excuse to nerd out over data. Our goals from June were: (1) maintain our response times and happiness ratings, and (2) continue to decrease first response times.

July is another month in which we’re meeting these goals, which feels great! Here’s how July compared to our our June report:

Number % Change
Customers Helped 315 increased 9%
Tickets Opened 452 increased 3%
Happiness Rating 99% decreased 1%
Satisfaction Rating 100% increased 1%
Average Time to First Reply 5h 42m decreased 27%
Average Replies per Ticket 3.17 increased 6%
Average Response Time 6h 31m decreased 19%
Percent Replies within 12hr 90% increased 7%

Upsides

Despite a small increase in tickets opened, we were able to continue to decrease our response times while maintaining high service ratings from merchants we work with. We’re also extremely happy with the number of replies we’ve been able to send within 12 hours. These are definitely metrics that we’re proud of, especially considering that we don’t have a full time person devoted to manning the help desk.

Downsides

While our satisfaction ratings remained at 100%, we had one rating that wasn’t absolutely thrilled with our service (meaning we were rated “okay” instead of “Good / great”). While we know we can’t be all things to all stores, we want each and every merchant who uses our apps to be glad they do so, and we always strive for 100% satisfaction and happiness.

Goals

August goals are in line with our previous goals: we’re definitely happy with where we’re at, and we want to maintain this momentum and level of service.

We’d like to offer a warm thank you to each of you that sends us feedback on our conversations or reviews for our apps. We love hearing about how we can do better, and you’re a big part of that improvement!

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