Hello! This post breaks down?our?customer service team’s performance metrics for September. Our happiness reports give us a way to constantly evaluate our performance and to share our goals publicly each month.
For September, our goal was?to maintain our happiness ratings, and continue to decrease our response times. Here’s how September?compared to?August:
| NUMBER | % CHANGE | |
|---|---|---|
| Customers Helped | 553 | decreased?16% |
| Conversations Opened | 562 | decreased?1% |
| Happiness Rating | 94% | decreased?6% |
| Satisfaction Rating | 98% | decreased 2% |
| Average Time to First Reply | 6h 34m | decreased 3% |
| Average Replies per Conversation | 2.65 | decreased 2% |
| Average Response Time | 7h 6m | decreased 14% |
| Percent Replies within 12hr | 81% | increased 2% |
Upsides
In September, we continued to improve our response times in all areas!?We know our customers value quick responses so that is great to see.
Downsides
Although we improved in many areas in September, we also saw our happiness rating decrease 6%. Customer happiness is one of our primary goals so we will be looking to provide that extra customer care to ensure our customers are happy in the coming months.
Goals
For October our goal will be to increase?customer happiness rating back up to 100%, while maintaining our fast response times.
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