30th April - 6th May 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 11,989 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 1,839
    Account recovery appeals 4,403
    Offensive names 1,700
    Offence appeals 80
    Tweets 770
    Ban appeals received 3,197

     

    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 1,454
    Offensive 245
    Staff impersonation 1

     

    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 80 offence appeals we processed:

     

    Action taken Volume
    Grant Appeal 46
    Deny Appeal 34
    Grant + Secure account 1
    Deny + Modify offence 0

     

    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 34%
    12 hours 98%
    24 hours 99%
    48 hours 100%

     

    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 76%
    2 18%
    3+ 6%

    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 83% of players were satisfied with the service they received, leaving 17% 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...

     

    - 75,531 visited the Support Centre looking for answers to their questions.

    - 5,289 players used the search feature to find what they were looking for.

     

    Here's the breakdown of the top views:

     

    Page Views
    Account bans 7,328
    Cancel Subscription 3,429
    Hijacked Account 3,159

     

    ...and here's the searches:

     

    Term Searches
    'hacked' 159
    'contact' 114
    'banned' 85

     

    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 511 21,502
    Old School 1,147 81,919
    Total 1,658 103,421

    You might notice we have banned a lot less accounts this week. We are constantly changing and updating the game to see what impact it has. So far, so good! 

     

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

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