Customer Happiness – December 2016

Happy New Year! Today we’re taking a look back at our customer service team’s performance metrics for December of 2016. Our happiness reports give us a way to continuously evaluate our performance and to share our goals publicly each month.

For December, our focus was on improving our average response times and our goal of improving the percentage of those responses that come within 12hrs. Here’s how December compared to our November report:

NUMBER % CHANGE
Customers Helped 569 decreased 30%
Conversations Opened 597 decreased 15%
Average Time to First Reply 7h 37m decreased 15%
Average Replies per Conversation 2.36 decreased 2%
Average Response Time 9h 22m decreased 1%
Percent Replies within 12hr 79% increased 3%

Upsides

Alright! We were able to achieve our goal of improving our response times and continuing to improve our percentage of replies within 12hrs. Hopefully we can keep that up!

Downsides

It’s possible those improvements could come as a result in the decrease in the overall numbers of conversations. So hopefully as we continue to see more conversations we can continue to improve those response times.

Goals

For January, we’ll focus on improving our time to first reply, and hopefully continue to improve on our average response times despite an expected increase in volume of conversations as people get back from the holiday season.

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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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