Customer Happiness – October 2015 November 2, 2015 20:00
Another month, time for another happiness report. Hope y’all enjoyed your Halloween!
Our series of happiness reports prompts us to take a look into our customer service team’s performance each month, and also lets us share these publicly to be accountable for how we’re doing. Today we’re taking a look at October’s stats.
Our October goals included maintaining happiness ratings, decreasing response times, and increasing replies in 12 hours. We were 2-for-3 this month, which is great for baseball but not for foul shots, so verdict’s out on how it is for customer service wink
Here’s how October compared to our our September report:
| Number | % Change | |
|---|---|---|
| Customers Helped | 327 | increased 8% |
| Conversations Opened | 422 | increased 2% |
| Happiness Rating | 98% | decreased 2% |
| Satisfaction Rating | 98% | decreased 2% |
| Average Time to First Reply | 6h 50m | increased 2% |
| Average Replies per Conversation | 3.58 | increased 5% |
| Average Response Time | 7h 52m | decreased 13% |
| Percent Replies within 12hr | 85% | increased 3% |
Upsides
Anytime we’re able to decrease average response time is great, and October saw a 13% cut in response times to get us back under 8 hours. We also increased the number of replies we send within 12 hours, which was another goal from the previous month.
These improvements still occurred despite a higher number of replies per conversation needed and a slightly higher number of new conversations started, which is also a plus in our book.
Downsides
We had one unhappy rating this month, which isn’t something we like to see, but we’re happy for the feedback and opportunity to improve. Our happiness / satisfaction ratings are always something we keep a close eye on, so we’ll be continuing to work with the feedback we’ve gotten this month.
Goals
We know November is always a busy time for merchants as you may be running holiday sales, and we’re prepared for this — we’ve already planned our month support schedule and we’re working with new team members to onboard them and get them up to speed to help out with your questions as needed.
Good luck with holiday sales, and Happy Thanksgiving to US merchants!
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