Customer Happiness – December 2015 January 05, 2016 03:00

Last 2015 happiness report! Our happiness reports give you some insight into how our customer service performs in terms of conversations handled, happiness ratings, and average response times.

In December, we had a few things we wanted to work on, as our stated goals were:

…we’ll be working towards maintaining happiness ratings while bringing our average reply time back down as we work on having more flexibility and handoffs between our customer service team.

We were able to nail the first one, but struggled with our response times due to the holiday breaks (for which our team was off).

Here’s how December compared to our our November report:

Number % Change
Customers Helped 251 decreased 20%
Conversations Opened 331 decreased 18%
Happiness Rating 100% increased 2%
Satisfaction Rating 100% increased 2%
Average Time to First Reply 10h 48m increased 6.7%
Average Replies per Conversation 3.62 increased 12%
Average Response Time 10h 52m increased 3%
Percent Replies within 12hr 89% decreased 2%

Upsides

We increased our happiness and satisfaction ratings back to 100%, which was one of our goals for the month. While our percent replies in 12 hours declined slightly, we’re happy that we were able to keep this high despite the long breaks with no replies while our team was off for the Christmas holiday.

Downsides

Our average response times dipped a bit this month. While this is explained by the holiday breaks, we still wanted to maintain or improve upon these numbers, so we’ll continue to focus on this in the next months.

Goals

In January (2016 Q1 ) we’ll be working to decrease average response times and maintain our high happiness ratings in the process. We’d also like to keep replies within 12 hours high or improve this next month.

Welcome to 2016 y’all smile Happy New Year!

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