Customer Happiness – February 2016

happiness report

2016 is moving right along smile Time for another look into our customer service team for February! Our happiness reports let everyone get some insight into how our customer service performs in a given month with respect to average response times and customer satisfaction.

In February, we wanted to work towards maintaining happiness ratings while reducing average response times. We knew this would be a tall
order for this month due to our large Product Customizer upgrades, so we pulled the entire engineering team into Product Customizer for the last couple weeks of the month to try to balance this out.

Here’s how February compared to our our January report:

Number% Change
Customers Helped450increased 42%
Conversations Opened540increased 24%
Happiness Rating98%decreased 2%
Satisfaction Rating98%decreased 2%
Average Time to First Reply7h 37mdecreased 15%
Average Replies per Conversation3.01decreased 11%
Average Response Time9h 13mdecreased 16%
Percent Replies within 12hr81%decreased 7%


Despite a massive increase in customers helped and conversations opened this month from the app upgrades, we were able to decrease first and average response times. These were also some pretty significant decreases with the entire team completely focused on support and fixes.


Despite decreases in first response and average response time, our replies within 12 hours dipped a bit more in this month, and we had one negative customer rating this month as well.

We had our company retreat in February so the travel time impacted our replies within 12 hours, so we expected this, but will definitely continue to work on keeping satisfaction ratings as high as possible.


In March we’ll look to bump happiness and satisfaction ratings back up, while maintaining our improvements in response time as our engineering team shifts back into development and making improvements to our apps. While reducing averaging response times is great, we’ll also look to be more consistent within 12 hours now that our team members are back home after our retreat.

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Beka Rice

Content Manager at ShopStorm
Beka is our resident content crafter and service coach. She maintains our knowledge base / app documentation, helps handle customer inquiries, and works to improve our service team.

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