Customer Happiness – October 2015

happiness report

Another month, time for another happiness report. Hope y’all enjoyed your Halloween!

Our series of happiness reports prompts us to take a look into our customer service team’s performance each month, and also lets us share these publicly to be accountable for how we’re doing. Today we’re taking a look at October’s stats.

Our October goals included maintaining happiness ratings, decreasing response times, and increasing replies in 12 hours. We were 2-for-3 this month, which is great for baseball but not for foul shots, so verdict’s out on how it is for customer service wink

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

Number% Change
Customers Helped327increased 8%
Conversations Opened422increased 2%
Happiness Rating98%decreased 2%
Satisfaction Rating98%decreased 2%
Average Time to First Reply6h 50mincreased 2%
Average Replies per Conversation3.58increased 5%
Average Response Time7h 52mdecreased 13%
Percent Replies within 12hr85%increased 3%


Anytime we’re able to decrease average response time is great, and October saw a 13% cut in response times to get us back under 8 hours. We also increased the number of replies we send within 12 hours, which was another goal from the previous month.

These improvements still occurred despite a higher number of replies per conversation needed and a slightly higher number of new conversations started, which is also a plus in our book.


We had one unhappy rating this month, which isn’t something we like to see, but we’re happy for the feedback and opportunity to improve. Our happiness / satisfaction ratings are always something we keep a close eye on, so we’ll be continuing to work with the feedback we’ve gotten this month.


We know November is always a busy time for merchants as you may be running holiday sales, and we’re prepared for this — we’ve already planned our month support schedule and we’re working with new team members to onboard them and get them up to speed to help out with your questions as needed.

Good luck with holiday sales, and Happy Thanksgiving to US merchants!

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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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