Customer Happiness – September 2016

happiness report

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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Ryan is our support lead and customer success specialist at ShopStorm. He's most often found answering presales and customer service questions from merchants, improving our documentation, and helping our design team improve our apps.

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