I don’t know if people are feeling this, but Magooshers are stoked about 2014! This is going to be a great year! Changes are afoot and happiness reigns. With numbers like these, how could it be anything but a great year? 🙂
Stoke—By the Numbers
In past Happiness Reports, numbers and data weighed heavy on the report, and last month, I realized that I was sacrificing student stoke for data, charts, and tables. That’s not the point of the report. We want to showcase the happiness we feel from our students’ happiness.
To this end, I intend to keep the discussion of data shorter moving forward, only presenting what is essential and related to stoke (perhaps, we’ll begin a Support Round-up that could dive deeper into the numbers).
We are incredibly stoked to have such a great satisfaction rating over the past 30 days. Only 3 unsatisfied ratings in a month is a tremendous accomplishment. In addition, we had our longest streak of consecutive days with 100% ratings—13 days!
In the November Report, I mentioned that we don’t have one goal for response time to all questions. Some questions need to be answered quickly and with little delay while other questions require thought and care that can only be given over a longer period of time. Since then, we have been thinking of ways to improve.
Just last month, we averaged over 15 hours for our first reply. After some low-effort tweaks, like adding an “Urgent” tag that triggers an email to be sent to Magooshers who can resolve the issue and creating a view to see all tickets that have been open for more than 24 hours, we’ve cut our response time by a third!
Faster responses, lead to happier students—more students can study and progress toward dominating the GMAT, GRE, and SAT.
This really speaks to the team of people at Magoosh. Bhavin, our CEO, has pointed this out before: when we collectively focus on something, honing our skills, with a singular purpose, we are an unstoppable force, overcoming any challenge!
Stoke—From the Students
Now for the good stuff! This month the messages are organized around different themes. Also, these messages come in through multiple channels, so everyone on the team helps to identify these favorite messages to include in the Report. Thanks Magooshers! 🙂
It Takes a Village
This was such a great message to receive not only because this student said we were “the great elixir for GRE,” but also because this student knew so many people on our team! The student mentions 8 of us by name, showing how many people on our team are in contact with our students. It takes a village to stoke out students!
Helping Students Everywhere
Genuine Personal Touch
Stoked on Support
Score Improvement Stoke
Feels good to wake up in the morning and go to a place where everything you do is awesome! 🙂
Be excellent to the universe, good people! Keep the happiness high and the stoke level at eleven.