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:

Customers Helped818increased 29%
Conversations Opened699increased 4%
Happiness Rating100%stayed the same
Satisfaction Rating100%stayed the same
Average Time to First Reply9h 4mdecreased?12%
Average Replies per Conversation2.48decreased 2%
Average Response Time9h 30mdecreased?16%
Percent Replies within 12hr76%increased?3%


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.


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.


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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