It’s a new month which means it’s time for another customer service Happiness Report! We’re in the dead middle of the dog days of summer, and it’s clearly being reflected by our batting average.
I don’t know if it’s true for you, but typically during the summers we see everything slow down a little bit. Not just our growth but our customer interactions and support requests too.
People are off vacationing with family as they should be, and everything seems to move at a different pace. We love summers because they give us a chance to get a lot of the work done that piles up throughout the year.
This summer has been no exception and we’ve been working behind the scenes to bring everyone some new and exciting things this fall. We’ll be putting out teasers soon enough, so stay tuned 🎉
July 2017 Customer Service Happiness Report
I’m not typically superstitious, but I think I jinxed our happiness score when I made this comment last month:
Our cumulative Happiness Score for 2017 a 99, which we’re pretty thrilled with.
Granted, our cumulative annual score hasn’t fluctuated much, but we haven’t seen a score as low as 92 in over a year. The biggest factor here is the low volume that I mentioned earlier. We dropped eight points with one “OK” score!
The OK score was also really strange. It was a score on one of the monthly reports we send out. It wasn’t even in response to a support issue.
We followed up with the customer and they said they were really happy with everything, so we’re going to call this score a fluke (after we lose several nights of sleep).
This is the amount of time it takes us to reply to incoming tickets.
Here’s an overview of our cumulative response times for the month of July.
Our response times went way up in the month of July. Almost a 500% increase over the month before, which is way too high. The biggest factor in this was the holiday weekend which left some tickets sitting for multiple days, but even with those outliers, we have a company-wide goal of maintaining a sub one hour average response time.
The difference between response time and first response time, is that response time uses the average of all replies to our customers, and first response time is just how long it takes for us to respond when a customer sends in a NEW ticket.
The good news is that we still have a 30 minute average first reply time for technical issues. Over 80% of our customers get detailed first replies in 15 minutes or less.
Here’s a breakdown of our average times, fastest times, and slowest times for ticket responses:
- Average First Response Time – 30 minutes 31s
- Fastest Response Time – 1 minute
- Slowest Response Time – 54 hours and 18 minutes (holiday weekend)
Again, our resolution times, and the number of replies need to resolve issues went up a bit in the month of July. This happens for lots of different reasons, but the primary reasons are super complex issues, or a customer who needs extra education and guidance.
We’ve gone through and reviewed each of these “slow” tickets, and it’s certainly not something we expect to see in the future. We should be able to correct this in a hurry.
Here’s how long it takes us to solve problems for customers on average:
- Average Resolution Time – 21m 20 seconds
- Fastest Resolution Time – 1 minute
- Slowest Resolution Time – 1 hour and 18 minutes
- Average Replies to Resolve – 3.28
- Back to basics – With a month like this one, we’re not adding anything on top of what we’re already doing. We’re going to reset and recommit to providing fast, efficient customer service. We’ll look to bring our Happiness score back up where it belongs, and get our average response and resolution times to 1 hour and 30 minutes respectively.
July wasn’t great for us on the customer service front. Nothing went terribly wrong, but there seems to be a general feeling of drudging along that we definitely need to sort out asap. We truly are in the dog days, and it’s time for us to snap out of it if we want that World Series of Customer Service trophy.
We’re going for a hard reset in August to make sure we’re doing the essentials and staying focused every day. These last few months of summer require intense discipline to do our best work, so we’re recommitting today to putting our best foot forward every day, and not just when it works into our schedule. Here’s to reclaiming the trophy in August! 🏆