During our company meeting this morning, we reviewed the state of customer feedback and everyone made it really clear we have a few things we can improve on.
We are making a TON of changes and you need updates on known bugs and when we are fixing them. Too much has been falling through the cracks. You have been wonderful in sending us feedback on after-movie-surveys, blog comments, movie comments, filter feedback, twitter feeds, Facebook posts and the support email. Unfortunately those all went to different places and with our little team we weren’t able to keep up with all the comments. Some people had to wait a long time for support to respond. For this we are sorry and we will do better.
Today we decided we’d had enough and spent a day to integrate all forms of communication into ONE system. Now your comments on our blog, your feedback on the filters and all other communication will be tracked, followed-up on, and measured for your satisfaction so that we know how we’re doing.
Here’s a report on how the last week has gone with the new system test. We’ll follow up in March to see how we’re improving.
MARCH UPDATE: Our numbers for resolving problems got better in March, however our Average first reply time got three hours worse (this is because we went back and contacted a bunch of customers from the last 12 months who were interested in the Roku and going back months threw our numbers out of wack).
The ratio of Awesome and OK Replies to Bad Replies went from 12 to 1 to 13.5 to 1. That’s a little bit of improvement. However, the best news is that the number of tickets to the number of movies watched is dropping. This means more people are getting an experience where they don’t need to contact support. We will keep at it and report on April results as well. Thanks to our customers for helping us improve the private beta program.