Has it already been a month since our last report?
With Summer slowing down, kids heading back to school, and the launch of Walkie Talkie along with our new support plans, the last 30 days have been a total blur. We also have WordCamp Salt Lake City on the horizon so we’ve been doing quite a bit of prepping for that too. All very good things, but definitely a lot to take on all at once too.
But enough about our life story, let’s get down to how we’re doing 🙂
If you’ll remember from last month, our Happiness Reports are meant to be 100% transparent about the quality of service we’re providing, and the things we’re doing to improve. It’s about accountability to our customers (and potential customers) each and every month about whether we’re living up to our commitment of providing the best customer service possible.
August Happiness Report
We did pretty well with customer satisfaction during that 30 day stretch, but not as good as last month. We did get 1 “Okay” rating which just isn’t going to fly. Unfortunately the customer who gave us the Okay rating didn’t give a reason as to why, so we’re not entirely sure what to fix there.
We could chalk it up to the customer being in a very “Okay” mood, or that it was a missed click, but we’re going to do what we can to make sure we give people no other option than to choose “Great”. I am happy to report that later on in the conversation where the initial rating was “Okay,” that same customer did leave us with a “Great” rating, so we recovered pretty well.
We’re trying to figure out where things may have gone sideways and are doing what we can to learn.
We’re not okay with being “Okay”.
Let’s take a look at a few other metrics to see how we’re doing overall.
This is the amount of time it takes us to reply, and handle incoming tickets.
Here’s an overview of our cumulative response times over the course of 30 days.
Our average response time went up 40% over last month. That’s not good, and we can definitely do better. That said, 69% of our tickets were answered in 15 minutes or less, which is up 11% over last month.
- Average First Response Time – 1 hr 44 minutes
- Fastest Response Time – 1 minute
- Slowest Response Time – 5 hours and 37 minutes
That means we had some outlier tickets (you can see that in our slowest response time. YUCK!) that took way longer than they should have, and really skewed the average response time. We’ll really be focusing on figuring out way to get to those complex tickets more quickly.
One metric that I failed to mention last month was resolution time. It’s too bad that I forgot since resolution time is a more important metric than response time. Giving initial confirmation that we’re working on an issue is good, but getting the issue solved is the primary concern for our customers.
- Average Resolution Time – 7m 26 seconds
- Fastest Resolution Time – 1 minute
- Slowest Resolution Time – 17 hours and 37 minutes
I was really happy to see the results improve on this metric over last month. We had a few tickets that took over 12 hours to resolve, which is a lot longer than I’d like, but I also know the reality is that some issues are very complex, and require input from third parties. A lot of the time we’re waiting on replies from customers for these types of issues as well.
We’re still very aware of those longer ticket times and aren’t going to ignore them. They’re a high priority, and we’re going to continue working so those are kept at a minimum.
We had another month where sharing customer feedback is more like sharing testimonials, but we will post the bad stuff here too when it comes in. I promise 🙂
Here’s a sampling of what some of our customers had to say in August:
Thank you for your super-prompt attention to my question; extra resources you provided me; genuine customer service and interest in my work and overall assistance in resolving my issue within a matter of minutes. I have no hesitation about recommending your services! – Sara W.
Problem solved pronto! – Margaret F.
Matt is awesome! And so is Heather, btw. I <3 WP Site Care. – Christy M.
Great to know you have an excellent team behind you going the extra mile when a problem occurs. Thanks again. – Robert F.
LIFESAVER. 🙂 – Lindsay B.
Did We Meet Our Goals For August?
We had two goals for August and we met both of them! Woot! 🎉
- Reduce Resolution Times – We were able to bring resolution times down 17% which is a huge gain in the matter of a month. An average resolution time of under 8 minutes is incredibly fast, but I want to make sure we continuing to make some of the outliers a priority as well.
- Hire another support rep – This just happened last week when we welcomed Krista McPhee to the team. She’s really awesome, and is also the first International addition to the WP Site Care team. Krista’s Canadian and you can read more about her on our Aboot page (see what I did there?)
- Roll out initial phase of our Proactive Support Program – Our proactive support program is a pretty massive undertaking, so it’s going to be an ongoing goal for a few months, but we’re working on moving to a truly customized set of improvement suggestions for our customers, so we’re attacking potential issues before they become actual problems. We have an outline in place, and we know that moving this forward is going to improve all of our quality metrics, so it’s going to be an ongoing initiative for quite a while to come.
August was a solid month, with a lot of fun new things. We’re still hungry and moving ahead, and are still fully dedicated to providing the best customer service in the WordPress world.