Customer Happiness – October 2014

happiness report

The beginning of a new months means it’s time for us to reflect again on our performance for the previous month. September was a rough month for our support team due to an office relocation, so we were keen to get back into the game and improve our support metrics for October.

Our goals from September were to reduce our ticket handle times and to increase the number of replies that are sent within 12 hours. We’ve met both this month, and will continue to make progress in November.

Here’s how October compared to our our September report:

Number% Change
Customers Helped227increased 11%
Tickets Opened317increased 15%
Happiness Rating100%increased 5%
Satisfaction Rating100%no change
Average Time to First Reply7h 42mdecreased 2.3%
Average Replies per Ticket2.31increased 30%
Average Response Time10h 18mdecreased 14%
Percent Replies within 12hr84%increased 19%

 

Postives

Despite an increase in overall ticket volume and number of customers helped, we were still able to meet our goals for decreasing ticket handle times this month. We’re very excited about this, and will continue making progress this month on reducing first responses even further. We’ve also managed to answer more tickets within 12 hours than we did the previous month.

We’ve also hit our first one of 100% happiness on ticket ratings! This is something we’re super pumped about, as we had 20 ticket ratings this month, and each was rated at “great” by our customers.

Negatives

We took a bit more back and forth to answer tickets this month, as we had some more complex questions about the new Shopify checkout. However, we were still able to keep response times lower.

While we’re happy with the decrease in response times, they’re still higher than we’d like them to be.

Goals

We’ll continue to reduce ticket response times this month until we’re answering most of within 12 hours, and that a first response is sent within 4-5 hours of a ticket open.

We’re also looking forward to maintaining our happiness rating for this month, and really appreciate the feedback we’ve gotten so far! It really brightens our day doing support when we can hear what we’ve done well or what needs improvement from customers.

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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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