You’ve likely noticed the words exceptional service popping up around here lately. Whether it be our display ads, job postings or our survey questions, providing exceptional service is our goal. These are the words we live by. While we don’t always get it right, we do more often than not. Your feedback is very important to make sure we do get it right the other times. Today you are looking at June’s Customer Service Ratings, Average First Response Times and Average Ticket Response Times. Along with a few other stats that may surprise you. June Customer Satisfaction Rating
Let’s first start off by discussing our Customer Satisfaction Ratings. The Customer Satisfaction Ratings is our here and now feedback in regards to the level of service we are providing. This is instant feedback from customers and it is available on every interactions our team has with you our customer via our help desk at JaguarPC.
We utilize a 1 – 5 star rating system to gather feedback on each interaction. In the graph below you’ll see each departments rating broken down individually. You’ll see our Customer Service department maintained a 5 (100%), E911 Emergency – Server Down 5 (100%), Support 4.7 (94%) and our Support L2 4.7 (94%). The hosted industry standard satisfaction rating is 93%. (Fun Fact J.D. Powers & Associates has cable companies with a overall customer satisfaction rating of 69% OUCH) Average First Response Time (Support)
The first response time is another key metric we utilize to department the quality of support we are providing. It is important that customers know that when you have an emergency we will be there quickly to begin to resolve your issue. Unlike Customer Satisfaction Ratings the support department as a whole is tracked as one-time. In June our average first response time was higher than we’d like it to be at 45 minutes & 35 seconds. We like to keep first responses to 20 – 30 minutes with our E911 emergency queue under 10 minutes. Average Response Time (Support)
The average response time for support is the final key metric used to determine the performance of the department. Like the average first response time, it is also calculated as a department wide figure. The average ticket response time includes every response in every ticket throughout the department. In the month of June, the technical support department had an average response of 1h 5m 0s. We like to keep this between 40 – 60 minutes. Help Us, Help You! Say No To Social Escalations!
We are living in a social media driven world today. It is common place now to tweet a company or post on their wall when struggling with a company. For the local grocery store or a restaurant this works great. When it comes to technology which can be frustrating some days and rapid communication can happen in minutes help us, help you by escalating issues to [email protected]
instead. Our social media pages like many technology companies are run by marketing folks and not geeks. They are in the office Monday – Friday 8 am to 5 pm while our geeks are here 24 hours per day, 7 days per week and 365 days per year. When you post on our Facebook page it could sit for 24 hours. When you e-mail [email protected]
the issue is escalated within a few hours. Help us, help you and escalate your issue to geeks and not marketing freaks. If you have any questions feel free to e-mail me: [email protected]
I’m always happy to answer any questions you may have in regards to our customer service or support departments.