Customer Happiness – November 2016

happiness report

Hello! Today we’re taking a look at our customer service team’s performance metrics for November. Our happiness reports give us a way to continuously evaluate our performance and to share our goals publicly each month.

In November, our goal was to improve our average response times while maintaining our 100% happiness rating. Here’s how November compared to our October report:

NUMBER % CHANGE
Customers Helped 818 increased 29%
Conversations Opened 699 increased 4%
Happiness Rating 100% stayed the same
Satisfaction Rating 100% stayed the same
Average Time to First Reply 9h 4m decreased 12%
Average Replies per Conversation 2.48 decreased 2%
Average Response Time 9h 30m decreased 16%
Percent Replies within 12hr 76% increased 3%

Upsides

We’re happy to report that we were able to achieve our goal of improving our response times while maintaining our customer happiness rating at 100%! We want to ensure that our merchants are responded to in a timely fashion, so it’s good to see improvement in that area.

Downsides

Even with the improvement in response times, we would still like our response times to be a bit faster so that our merchants don’t find themselves waiting for that first response.

Goals

For December, we’ll look to continue to improve our average response times and percentage of replies within 12hrs.

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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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