Two months ago, Cyn announced our new Customer Relations metrics page. I am back on the blog to let all of you know that the metrics are now updated through the end of February. As you will see, we’ve continued to survey users of our Support system. I am very pleased to say that we have seen almost a 20% jump in the number of you who’ve rated your satisfaction with Support as “excellent”. Thank you. We continue to make improvements based on your feedback, and hope to see these numbers continue to get better.
As far as overall volume trends, we had a bit of a mixed bag this month. The total number of tickets was down a bit from last month, total phone volume up a bit, and chats fell pretty sharply after the first ten days of the month. With mixed results like these it is difficult to provide a coherent narrative for the data. However, I expect that the portal outages we experienced in February had an impact on the ticket and chat volume. We expect that the new portal landing page, plus web server changes we’ve made on the back end, to drastically reduce these outages going forward.
In the meantime, March is shaping up to be another great month for Support and we’ll be back to tell you how we did in a few weeks!