Customer Happiness – August 2016

happiness report

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:

Customers Helped666increased 41%
Conversations Opened557increased?21%
Happiness Rating100%increased 2%
Satisfaction Rating100%no change
Average Time to First Reply6h 45mdecreased 19%
Average Replies per Conversation2.70decreased?3%
Average Response Time8h 14mdecreased 17%
Percent Replies within 12hr79%increased 2%


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.


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.


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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Ryan is our support lead and customer success specialist at ShopStorm. He's most often found answering presales and customer service questions from merchants, improving our documentation and helping our design team improve our apps.

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