Customer Happiness – June 2016

happiness report

Today, we’re?breaking down our customer service team?s performance metrics for June. Our?happiness reports give us a way to constantly evaluate our performance and to share our goals publicly each month.

Here’s how June compared to our our May report:

Number % Change
Customers Helped 434 increase 22%
Conversations Opened 453 increased 24%
Happiness Rating 93% decreased 7%
Satisfaction Rating 96% decreased 4%
Average Time to First Reply 9h 5m decreased 22%
Average Replies per Conversation 2.75 decreased 4%
Average Response Time 10h 17m decreased 20%
Percent Replies within 12hr 71% decreased 2%

Upsides

We served 22% more customers this month while managing to decrease our average response times by 20%. Decreasing our first and average response times was our primary goal for this month, so we’re thrilled?to see such?improvement given the increased volume of conversations.

Downsides

Unfortunately our happiness rating fell from its reigning spot of 100% in May. We?re still at 93% satisfaction with our ticket responses, but we?certainly?want to make sure that every single customer is happy with the experience of using our apps and?communicating with our team. We?ll be keeping an eye on this to ensure we are back on top?next month.

Last month, we mentioned hiring a support lead who will manage support responses and customer success. We’re excited to report our new team member is currently?onboarding, and we look forward to having a dedicated support person to provide?our customers with top-quality and timely support!

Goals

Our goals for July are much in line with our previous goals: we?ll aim to bring our satisfaction rating back up to 100%?and will?continue to work?on our average response times. All the?while maintaining our standards for customer happiness. smile

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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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