Customer Support Stats - January 2017

Welcome to the latest Customer Support Stats. It's time to look at January - from bot bans, response times and everything in between!

Customer Satisfaction

In January we averaged 89% 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

It's a New Year and responding to you guys quickly remains a top priority. We responded to a tasty 87% of all tickets within 12 hours, and almost 100% within 24 hours. 2017 is off to a great start!

What we've been up to...

Support Tickets 11,741
Account Recovery Appeals 23,795
Offensive Names 9,265
Offence Appeals 664
Tweets 3,557

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
Grant Appeal 166
Deny Appeal 491
Grant Appeal + Secure Account 2
Deny Appeal + Modify Offence 5

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
No action taken 8,357
Removed for being offensive 904
Removed for impersonation 4

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
Permanent Ban 493,580
Temporary Ban + Final Warning 4,226

RuneScape Main Bot Bans

Ban Type
Permanent Ban 266,254
Temporary Ban + Final Warning 5,824

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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