Welcome to the February 2016 Happiness Report!
I understand that it’s March and today is St. Patrick’s Day, but it takes a few days to put all of this data together, so we’re always publishing the Happiness Report for the previous month in the beginning or middle of the next month. Mainly I want you to know we haven’t gone completely off the deep end. We fully understand that today is March 17th.
Let’s get right into it. Were WP Site Care customers happy in February?
February Happiness Report
For the most part our customers were very happy. Out of over 800 total conversations, two people said that we did “Okay” And thankfully we were able to get rid of all of the “Not Good” ratings completely. Anything in the red column makes me twitch like I can’t describe, but we were able to get out of February unscathed in that department.
96 is definitely a respectable Happiness Score. We’re always striving for 100, but considering January was a 90 ? I’ll consider February a nice rebound month. I don’t want to jinx it, but we’re 17 days through March and still on track for 100 this month. That’s the fuel that feeds me!
Of the two people that gave us an “Okay” rating, one was because we confused the client with an overly technical explanation of what was going wrong. The same thing happened last month, so we’re still working on finding a balance between human touch and technical expertise. It’s a tricky thing to address, especially when every customer is an individual. But we’re working on ways to always talk to customers in a way that’s comfortable to them.
This is the amount of time it takes us to reply to incoming tickets.
Here’s an overview of our cumulative response times over the course of 29 days.
84% of our February support tickets received a first response in 30 minutes or less. Overall our response times improved 67% from January to February.
Our response times are fast, but the thing that impresses me the most about keeping our own averages so low is the huge diversity of tickets that come through to our team. Every customer has a unique website on a random platform. The fact that our team is able to stay so on top of things with such a wide array of variables deserves a huge kudos.
- Average First Response Time – 1 hr 35 minutes
- Fastest Response Time – 1 minute
- Slowest Response Time – 4 hours and 19 minutes
Looking into the slowest response times, those almost all fell into a category where they were submitted in the very early morning. We don’t have 24/7 support yet, so those were answered promptly when we started the next work day.
We will eventually roll out 24/7 support, but it’s not a huge priority now as we have alerts in place for items that need urgent attention, such as a site being hacked or offline. Pretty much everything else can wait for 4 or 5 hours 🙂
Even more important than how fast we answer tickets, is how well we answer tickets. Something that’s a lot more important to me than pure speed, is whether or not we ended up helping the customer and how well we’re able to communicate that in as few emails as possible.
- Average Resolution Time – 6m 22 seconds
- Fastest Resolution Time – 1 minute
- Slowest Resolution Time – 2 Days and 2 Hours
- Average Replies to Resolve – 4.35
Suffice it to say that we’re still having flashbacks about a few of the tickets we worked on in February. There were some incredibly complex issues that took a good deal of time to resolve and work through.
In some ways, having a faster resolution time doesn’t necessarily mean we gave the best customer service. Sticking with problems all the way through the end is what sets us apart. If we don’t know the answer or can’t find it right away, we get our hands dirty and work on it until we do know the answer.
Here are some of the things our customers said about us in February (they can add a comment when they leave a rating):
You guys are the best. My site/WP Engine have been wonky the last few weeks and it’s resulted in a lot of not-expected work on my part and on your part. Thank you for working with me to get my websites running without errors. – Caitlin P.
I can’t tell you how much I love these detailed, monthly updates! It gives great peace of mind and much needed information. Thank you! – Steve G.
Super speedy response to any issue we were having on EcoWatch where readers couldn’t share content as social share buttons disappeared. Extremely satisfied with quick response and solution to the issue. Thanks! – Stefanie S.
Thanks for responding at 10pm pacific time! – Averie S.
Andrea is the best .. has great customer service skills and can always get a problem fixed quickly. – Mitch B.
Welcome José Castaneda!
We’re so happy to announce that José Castaneda has joined the team at WP Site Care! He’s going to be such a great addition to our support team. For those of you who don’t know José, he’s been in the WordPress game for a long time. He’s been incredibly active in support forums on WordPress.org and currently has a role as an Admin on the Theme Review team. He’s a core contributor and beyond all that, he’s a joy to be around and a really good person.
In his own words:
I’m not sure there’s anything else to add…
- Improve Communication – We’re at a place in our company now where we have to break into small teams in order to maintain focus, but that presents its own set of challenges. We’re going to be actively working on interteam communication and putting systems in place to make sure our customers are taken care of in every area.
February was a nice rebound to our dismal January, and a great ramp up to the things we have coming in March and April. We have some pretty major announcements coming in April that might catch a few of you by surprise ?. We’re thrilled about the future of WP Site Care and the people we’re building this company around. I’m obviously biased but our team is made up of the best people I know, in or out of WordPress.
You can check out our past Happiness Reports at the links below: