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 Helped553decreased?16%
Conversations Opened562decreased?1%
Happiness Rating94%decreased?6%
Satisfaction Rating98%decreased 2%
Average Time to First Reply6h 34mdecreased 3%
Average Replies per Conversation2.65decreased 2%
Average Response Time7h 6mdecreased 14%
Percent Replies within 12hr81%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.

The following two tabs change content below.
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.

Latest posts by Ryan Frizzell (see all)

Leave a Comment