We’ve taken a long hiatus from our Happiness Reports (it’s been almost a year since we published our last one). The reasons are many, but mostly we decided to discontinue them because we didn’t know how valuable they really were.
? YOU DON’T KNOW WHAT YOU’VE GOT ‘TIL IT’S GONE! ?
We’ve recently had lots of people asking us about the happiness reports. It turns out the reports were a lot more useful than we realized because not only were they giving people a bit of a behind-the-scenes look into how we operate, they also gave our customers confidence that we were constantly striving for progress.
Just to clarify, we’ve never stopped striving for greatness. We just stopped stopped talking about it as much publicly.
I’m here today to bring back Happiness Reports. The first Wednesday of every month we’ll give you an inside look at whether or not we’re delivering on our promise to be an incredible customer service company.
Let’s get to it!
June 2017 Happiness Report
I don’t want to overstate this, but our customer support team is delivering amazing customer support right now. In fact, going clear back to the beginning of the year (can you believe we’re at the half way point already?) we’ve only had 2 “Not Good” ratings and 2 “OK” ratings from all of our tickets.
Every other response our team has received has been “Great”, making our cumulative Happiness Score for 2017 a 99, which we’re pretty thrilled with.
The next step for us here is to begin to gather more detailed feedback. Every customer has the ability to leave a comment with their rating (I’ll list some below), but we’d like to gather more information about what specifically they enjoyed about each interaction and how we can build on those things.
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 30 days.
Note: I want to mention that since we published our last report, we have set more defined “support hours”. We still have urgent help available around the clock, but because our standard support hours are daytime hours, tickets submitted late at night skew these averages high.
Over 85% of our customers get a detailed email response within 30 minutes. No canned replies here!
Here’s a breakdown of our average times, fastest times, and slowest times for ticket responses
- Average First Response Time – 1 hr 10 minutes
- Fastest Response Time – 1 minute
- Slowest Response Time – 18 hours and 12 minutes
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. We’ve found that most things can wait a bit and customers are good to understand we need breaks every now and then.
What matters more to people than response time, is how quickly things get resolved. This is where WP Site Care really shines. Our ability to dig in and get to the bottom of an issue quickly is second to none in the WordPress Support industry.
Here’s how long it takes us to solve problems for customers on average (even including the difficult issues):
- Average Resolution Time – 6m 59 seconds
- Fastest Resolution Time – 1 minute
- Slowest Resolution Time – 1 Days and 1 Hour
- Average Replies to Resolve – 2.55
Even factoring in some super challenging support tickets, our average time to resolve a problem for a customer is less than 7 minutes, and typically takes fewer than 3 replies.
In fact, in over 80% of our incoming tickets, our first reply is paired with a resolution, and the only reason the customer emails us again is to say “Thank You.”
Here are some of the things our customers said about us in June (they can add a comment when they leave a rating):
Great customer service is hard to find. We’re glad we found it with WPSiteCare. – Jon B.
Krista is always amazing – Carlos L.
awesome as always! 🙂 – Vanessa L.
There isn’t a lot to learn from this particular feedback, but hey, we’ll never turn down a compliment 🙂
- Learn from customer feedback and make adjustments accordingly – We just finished an in-depth customer survey to learn a lot more about how we’re doing, and what we can be doing better. We’re going to dig into this information in July and figure out what adjustments we can make to our service to really provide the best value possible for our small business and pro blogging customers.
More than anything I’m excited to be back on the Happiness Report wagon. Not only are they a great status report, they’re also a great tool for our team to audit our own progress and development. They keep us honest in ways we can’t avoid because the data doesn’t lie!
We’ll check in again next month with more insights from our customer survey so be sure to sign up for our newsletter if you haven’t already!