Customer Support Stats - December 2016

Welcome to the latest Customer Support Stats. It's time to take stock of December - from bot bans, response times and everything in between!

Customer Satisfaction

We've gone up again, with 91% of customers saying they were satisfied with the service they received. 

We benchmark ourselves against the industry standard (79%) and also against the average CSAT of businesses who use the same service software as us (85%), and so it really is testament to the support JMods for ensuring we remain above the average! 

Response times

As New Year draws ever closer our team continue to work hard around the clock in responding to customers. In November we responded to a whopping 86% of all tickets within 12 hours, and almost 100% within 24 hours. Now there's something to cheer to! 

What we've been up to...

Worktype
Volume
Support Tickets 11,630
Account Recovery Appeals 21,876
Offensive Names 8,093
Offence Appeals 623
Tweets 3,714

When we process offence appeals we have four different options, which are grant the appeal, deny the appeal, grant the appeal + lock the account or deny the appeal + change the offence.

Here's the breakdown of what actions specifically we took with the offence appeals we received in November:

Action Taken
Volume
Grant Appeal 159
Deny Appeal 456
Grant Appeal + Secure Account 5
Deny Appeal + Modify Offence 3

For offensive names we have three options. We'll either take no action (because the name wasn't inappropriate), or remove it for being offensive or impersonating a member of staff. Here's the breakdown!

Action Taken
Volume
No action taken 7,135
Removed for being offensive 955
Removed for impersonation 3


Keeping cheats out of our game is really important to us and the community, which is why we have a dedicated, fully resourced team who catch and remove anyone found using a macro or bot within Old School or RuneScape Main.

Old School Bot Bans

Ban Type
Volume
Permanent Ban 198,799
Temporary Ban + Final Warning 2,512

RuneScape Main Bot Bans

Ban Type
Volume
Permanent Ban 88,386
Temporary Ban + Final Warning 2,050

We almost always apply a permanent ban when we find someone who's cheating, but on rare occasions, depending on a number of circumstances, we'll instead opt to issue a temporary ban with trade & game restrictions to act as a very firm warning, as well as removing anything gained through cheating. These are extremely rare cases though, and the main message is: cheating won't go unpunished!

We continue to make improvements to our hijacking detection systems, which allow us to lock accounts which we can confirm were hijacked at the time macro use was detected, which prevents a ban being applied.

Thanks for checking out our latest stats - in 2017 we'll be taking the CS stats to a whole new level using videos - with the first release in April!

 

 

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