To give more context on this one, thankfully it doesn’t appear to be having too much of an effect on customer satisfaction. There’s definitely a dip, but it’s surprisingly resistant.
We’re all looking forward to getting this back to a level we feel comfortable with, but these past couple of months have actually given us a chance to test one of our biggest assumptions - that first reply time had to be under an hour.
I’ve been doing a lot of qualitative analysis on this, and it appears this isn’t the case. First reply time is of lower importance to customers who say their message isn’t urgent, so I think this is why the score has been resistant.
Here’s CSAT over the past 6 months:
