Customer Support Stats - August 2016

Hello and welcome to the latest Customer Support Stats. In this edition we'll be looking back at August - from our satisfaction scores to the work we've been up to - enjoy!

Customer Satisfaction

Looking at our satisfaction results for August we've remained steady with 86% of our customers satisfied with the service they received. In total we received 885 survey responses.

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's great to see we're still over the average.

  • "Friendly, helpful and I didn't have to wait long :)" 
  • "Responded within a day, clearly dictated, provided service. What's not to love?"
  • "The service was perfect. Fast & efficient. Keep it up!"

Response times

Our response times have continued to improve, with 100% of incoming queries being replied to within 48 hours. What's perhaps more impressive is that around one third of all contacts receive a response within 60 minutes!

What we've been up to...

Worktype
Volume
Support Tickets 9,846
Account Recovery Appeals 18,291
Offensive Names 8,049
Offence Appeals 927
Tweets 3,052

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 August:

Action Taken
Volume
Grant Appeal 171
Deny Appeal 572
Grant Appeal + Secure Account 1
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
Volume
No action taken 6,259
Removed for being offensive 738
Removed for impersonation 7

Bot Busting Corner

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 181,805
Temporary Ban + Final Warning 3,468

RuneScape Main Bot Bans

Ban Type
Volume
Permanent Ban 262,379
Temporary Ban + Final Warning 3,044

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.

Support Centre

Our Support Centre is continuing to do well, with over 260,000 views in the last month alone. Our most viewed page was in August was 'Account Ban', with over 40,000 hits. Our second and third most popular pages are regarding hijacked accounts & forgotten e-mail details. 

That's it for this month! Please feel free to post your comments and questions on this thread

Mod Infinity

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