Props to Jason, Ann, and Michael for delivering some serious happiness to our customers on support this week. Usually it’s pretty tough to get the last 50 responses above a 90-rating on even a good day and right now everyone is doing it. Only 4 frowns out of the last 250 comments (or ~1700 interactions as only ~15% of people contacting support will rate the interaction).
Seen by David on January 27 2011. There are 17 comments.
Dan 27 Jan 11
Awesome report format!
Randy Glas 27 Jan 11
Note how DHH delivers the least happiness. Not surprising. From everything I’ve seen online and in person, he cannot shake his prickly, acerbic personality. Why does he even work customer service? I would keep him where he’s strong: evangelism, design, vision.
DHH 27 Jan 11
Randy, part of running a business means chipping in wherever is needed. I’ll take out the trash or respond to trolls (occasionally at the same time!) when either is called for as well.
Aryanpour 27 Jan 11
It seems happiness of customers is one of the core values of 37Signals guys, and it should be core value of every society. Nowadays the best marketing solution is Great Customer Services.
José 27 Jan 11
@DHH Damn it, you made me spit my coffee!
Anonymous Coward 27 Jan 11
One customer service rep is conspicuously absent.
Simon 27 Jan 11
I was wondering: Wouldn’t the colors of the faces stick out more, if the black borders of the faces weren’t so dominant? Wouldn’t that make patterns easier to see?
Terry Sutton 27 Jan 11
Thanks to @Randy Glas for my morning bring-down. Calling someone ‘prickly’ and ‘acerbic’, in an anonymous comment on THEIR website really highlights your value as a human being.
Though I do believe these Randys are in the minority, it still surprises me to see how mean and inconsiderate people can be.
Nathan 27 Jan 11
Ha – perfect response by DHH to Randy @Randy just because DHH ’s is the lowest shown doesn’t mean he’s done a poor job – 90/100 is pretty great If a person were to judge you and DHH based this post who comes across more acerbic?
Steve Moyer 27 Jan 11
What I’d like to known is how likely a person is to rate an interaction given their happiness with the interaction. My intuitive guess (absolutely no science involved) is that the unhappy supports are more likely to rate the transaction than the happy customers are.
But your form is almost frictionless … So perhaps you wouldn’t see much difference. I think you should have the support tech rate each interaction too. If there’s a strong correlation between their ratings and the customers, you can probably assume their ratings are reasonable as a whole (you appear to have a reasonable sample size). If there isn’t a strong correlation, you have a vendor/customer disconnect to deal with.
Jon Campbell 27 Jan 11
@Randy 90% is great. I work in a customer support role and no matter how hard I try some customers are never happy with the answers or information you give them. Customers are still customers and their ranking of a interaction is not always objective.
Derek 27 Jan 11
What no one has said yet is that 90% plus is more than phenomenal. I would venture to say that more people with negative experiences respond to the survey than ones that left satisfied. So that 90% satisfaction rating in the “real” world is far closer to 99%.
Luke 27 Jan 11
Found some more smiley faces: GovMetric
Luke 27 Jan 11
Missed it the first time but I just noticed they have a © on their set ?! How is that even possible?
Benjamin 28 Jan 11
DHH is the man. Great comment above!
Ryan 28 Jan 11
This sooo needs to be a commercial product.
mike waite 28 Jan 11
I’m disappointed with the lack of banana stickers.
This discussion is closed.