21st - 27th January Player Support Stats

Hello!

Here in Player Support we want to be as transparent as possible, which is why we share our department stats with the community on a now weekly basis. 

We'll share everything from incoming tickets to player satisfaction scores, bot bans and more. 

• Player Contacts

  We received a total of 21,168 tickets and contacts this week, with the majority of contact regarding account help issues. This figure does not include abuse reports. Here's the breakdown:

   

  Work type	Volume
  Support tickets	7,109
  Account recovery appeals	2,644
  Offensive names	4,039
  Offence appeals	130
  Tweets	1,129
  Ban appeals received	6,117

   

  When we process an offensive name report, we either take no action, or remove it for being offensive or impersonating a staff member. Here's the breakdown of action we took:

   

  Action taken	Volume
  No action taken	3,274
  Offensive	763
  Staff impersonation	2

   

  We also take a variety of actions against offence appeals, depending on if the account was hijacked, or if the offence was issued correctly. Here's what we did for the 130 offence appeals we processed:

   

  Action taken	Volume
  Grant Appeal	54
  Deny Appeal	67
  Grant + Secure account	9

   

  With every contact we receive it's important we respond to you quickly, and we strive to reply to all players within 48 hours. Here's how we did this week:

   

  Time taken	% of contacts
  1 hour	33%
  12 hours	85%
  24 hours	91%
  48 hours	92%

   

  Resolving your issue in our first response is a key measure of success too - and while it won't always be possible, it's something we work hard to achieve. Here's the breakdown:

   

  # replies	% of contacts
  1	77%
  2	18%
  3+	5%

  As you can see we resolved around 3/4 of all issues in just one reply, but we continue to work hard to reduce the number of 3+ reply contacts. We review these contacts regularly, to see why the ticket required 3 or more responses from Jagex to resolve.

   

  Player satisfaction is also key to measuring how satisfied you are with the service we offer. At the end of every contact, we provide players the opportunity to fill out a quick survey about their experience.

   

  This week 82% of players were satisfied with the service they received, leaving 18% unsatisfied. We investigate all unsatisfied contacts to understand if there was anything we could have done differently, but we find the majority are from cases of banned or hijacked accounts. 

   

• Support Centre

  We also measure a lot of data about the Support Centre, including overall views, searches & our most viewed pages. Here's a snapshot of what this week had in store for us...

   

  - 160,559 visited the Support Centre looking for answers to their questions.

  - 10,331  players used the search feature to find what they were looking for.

   

  Here's the breakdown of the top views:

   

  Page	Views
  Account bans	24,446
  My Account is Locked	11,881
  Cancel Subscription	7,456

   

  ...and here's the searches:

   

  Term	Searches
  'hacked'	403
  'contact'	237
  'email'	156

   

  We use this data to help make improvements to our Support Centre, and have dedicated Player Support Mods who specialise in optimising help articles and the overall experience. You can also use the thumbs up & down at the bottom of each article to let us know if you found the information helpful or not.

• Anti-Cheating Bans

  Keeping your game free of cheats is a top priority for the Investigations into the Community team (ICU), so here's how many accounts we've banned for cheating this week. Please remember - your reports are really useful, so please do flag suspected bots in game to us!

   

  Game	Temp Ban	Perm Ban
  RuneScape	936	10,278
  Old School	1,148	140,411
  Total	2,084	150,689

   

  Thank you for taking the time to check out this weeks Player Support stats - see you next week!