Customer Happiness – October 2016

happiness report

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

In October, our goal was to bring happiness ratings back up to 100% and maintain our average response times. Here’s how October compared to our September report:

NUMBER % CHANGE
Customers Helped 632 increased 14%
Conversations Opened 671 increased 19%
Happiness Rating 100% increased 6%
Satisfaction Rating 100% increased 2%
Average Time to First Reply 10h 24m increased 57%
Average Replies per Conversation 2.53 decreased 6%
Average Response Time 11h 22m increased 59%
Percent Replies within 12hr 73% decreased 9%

Upsides

In October we saw a large increase in the number conversations opened. Despite the increased volume, we’re happy to report we were able to bring our happiness rating back up to 100%! Customer happiness is very important to us so it’s encouraging to see we were able to improve in that area.

Downsides

We saw a spike in our average response times, likely due to the increased number of conversations and the on-boarding of a new staff member. We will certainly be keeping an eye on this metric to ensure our customers receive answers in a timely fashion.

Goals

For November, we’ll look to improve our average response times while maintaining our customer satisfactions rating.

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Emily Moss

Product Lead at ShopStorm
Emily is our ShopStorm Team leader. She manages our product direction, partnerships, and customer service team, though you can often find her replying to your customer service emails and developing new app features.

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