Some of you may remember the Happiness Reports that we started last year and then promptly failed to repeat ever again. That wasn’t intentional. We wanted to keep doing them month after month, we just didn’t.
I could provide any slew of reasons (read: excuses) for why we missed the mark on Happiness Reports after publishing only two reports, but the reality is that they didn’t get done and nothing really matters beyond that. I personally love the concept of being transparent and giving you a peek into our help desk.
It keeps us honest and striving to do better, not to mention we get to to take a few minutes and reflect on what we did that was awesome and made our customers happy!
January Happiness Report
Our Happiness score plummeted 8 points from December. Why didn’t we do this report last month? This bitter pill would have been a lot easier to swallow if we had led up to it with a 98 the month before. We’re definitely not happy (see what I did there?) about a 90. That has to improve and we know it will.
Within Help Scout, the ticketing software that we use, customers actually have the ability to rate every single interaction with us. So in the course of a 20 email conversation, for example, a customer could give us 10 different ratings.
I’m glad to say that the customer who gave us a “Not Good” rating last month also gave us 3 “Great” ratings in the same email thread after they were initially unhappy. It looks like our stellar support team pulled through and rallied when they were up against the wall.
Along with a score, our customers can leave written feedback as well. Two of the “Okay” ratings that we received didn’t have any additional comments, and the other two were related to our replies being too technical in nature.
Quick read: Check out Collis Ta’eed’s article on How to use Customer Feedback to Improve Your Company
One core value for us has always been to talk to our customers where they’re at currently, and not to condescend or make them feel bad about a lack of technical knowledge. They hired professionals for a reason, so we need to deliver on not only providing professional skills, but also providing clear communication and removing all of that technical jargon to whatever degree possible.
We’re looking into some unique ways of establishing an understanding with our customers on their level of technical expertise early on in the relationship, so that we can make a note of that and meet them there whenever they initiate a conversation.
Watch for our February scores to rebound quick.
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 31 days.
83% of our support tickets get a first response in 30 minutes or less. A few outliers skew the averages, but in terms of staying on top of things, we have a solid team that’s shouldering the support load really well right now. I’m sure we’ll grow our team more over the next few months, but for now we’re right where we like to be in terms of response times.
- Average First Response Time – 1 hr 16 minutes
- Fastest Response Time – 1 minute
- Slowest Response Time – 4 hours and 32 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 11 seconds
- Fastest Resolution Time – 1 minute
- Slowest Resolution Time – 14 hours and 37 minutes
- Average Replies to Resolve – 3.24
This is the fastest resolution time we’ve ever had during a thirty day period. As time goes on we’re definitely getting more efficient as we improve our processes, and our individual team members continue to level up in a huge way.
The negative feedback was limited, but it wasn’t completely absent. We had a lot of good things said about us too.
Take a look at what our customers had to say about our team and support in January:
Pretty impressed to get quick service on a Sunday…Krista’s great. – Dana B.
Fixed my issue in less than 5 minutes. Phew!– Rebecca D.
Matt took care of the issue right away. Fantastic as always!. – Jim T.
Love the new monthly report. And super fast response time! – Scott S.
Andrea wrote back to me in a matter of minutes and used a multitude of ways to help me with my issue. – Jamey B.
- Documentation – We rolled out our proactive support plan at the end of last year and so far our customers have loved it. The next step is to really build out our documentation for internal processes, so that as we grow our support team, everyone we bring on can avoid flying in the dark for too long. This month we’ll add 10-20 new articles to document our internal processes. We’re pretty much a part in a box!
January wasn’t exactly the start to 2016 that we were looking for, but overall I feel like we’re firing on all cylinders. Since we didn’t quite hit the mark we were after score-wise, here’s some extra HAPPY to help balance a lower score.
(Apologies in advance to all marshmallows harmed in the following video)
You can check out our past Happiness Reports at the links below: