Happiness Report, May 2013: How to keep ’em satisfied

Happiness Report, May 2013: How to keep ’em satisfied

Rachel on June 3, 2013

“Happiness is not something ready made. It comes from your own actions.” – Dalai Lama XIV

Very true, Dalai Lama, very true. This past month, our “own actions” have kept our customer satisfaction rating at 98%. We’ve also seen a 49% increase in the volume of support requests from April to May (!). So, what actions did we take to achieve this?

1. Add more cooks to the kitchen (but only if they’re already great at cooking)! This month, we added Lucas to the team, and he arrived just in time. Lucas is a natural, and he’s already off to a great start:

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2. Response time matters to customers (and to everyone, I suppose, because who likes to wait for things these days?). Our average response time this month was 9 hours. Although it’s not our best response time ever, we’d call it a success considering the number of questions we received from users this month:

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3. UNDERSTAND the problem, don’t just try to fix it. Customers (like all of us) like to be understood, and not lectured.

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(Good job, Margarette!)

All in all, our customers’ happiness is certainly not “ready made.” But with some hard work, understanding, and patience, we were able to keep ’em satisfied in the month of May.