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