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Hi everyone! Back in July Mitch and I were discussing third quarter goals for my client success team, running through a number of key metrics and initiatives we could be pursuing. Naturally the conversation touched on our quality scores as this is one of the most important key metrics we use to measure our performance.
As a reminder to our clients, we in the client success team are measured by the satisfaction scores you send us after an interaction with my team. It’s a reflection of our performance from the most important perspective; yours, not ours.
Over the past several months our quality scores have been consistently running at 90% satisfaction. That means 90 out of every 100 people who responded to our survey were “satisfied” or “very satisfied” with their interaction with the client success team. So of course, Mitch threw down the gauntlet and said “Why not go for 95%?”. Thus became our quest for the 3rd quarter.
How Did We Go?
I’m happy and proud to announce that we achieved our target and delivered 95% satisfaction scores for the 3rd quarter! That’s 95 out of every 100 clients being satisfied with the multiple interactions they’ve had with my team via live chat, email and phone!
This was a significant achievement for the client success associates and managers, all of whom worked hard to make this happen. I often talk about our business as “a game of inches” in that the margin of error becomes very small when you deliver such high results. Every interaction must be scrutinized and run through that filter of “did we do everything we can to satisfy this particular customer?”, leaving nothing to chance.
Why do we strive to hit such high targets? One reason is the stats regularly touted by research firms like Gartner:
- Poor customer service is the #1 reason for customer defection
- On average, it costs 6 times more to acquire a new customer than it does to retain an existing one.
Certainly we all buy into these stats and recognize their importance, but I think the biggest reason we stretch ourselves to meet this goal is personal pride. We’re all on a mission to make the best e-commerce platform it can be, and that’s more than just a focus on the actual software. It’s the people we hire, their excitement for helping small businesses grow and their constant thirst to keep learning and improving.
But most importantly, we know that most of the time you’d rather not have to call, email or chat with us (you’re busy, right?!), so we want to make each and every experience as pleasaurable for you as we can. If after talking with us you say to yourself “Wow, these guys really get it. I made the right decision.”, then that’s when we know we’re on the right track.
We idolize service-focused companies like Virgin and Apple, and our metrics are now in line with both of those companies. They understand that you really need a whole product offering that extends beyond just what you’re selling, and so do we.
The dedication of every member of the client success team to delivering such a high level of performance is a testament to our recruiting efforts, training, and ongoing management of the staff. We’re still hiring by the way – my team is now full of dozens of amazingly talented people who love e-commerce, so if you want a career where you can make a difference, why not apply?
To all of our Bigcommerce clients, thank you for your business and I hope you’ve all have the opportunity to enjoy the experience of working with our client success team. To my team, thanks for making this goal a reality. You worked hard for it and deserve all the recognition for making it happen!
Oh, and at my most recent conversation with Mitch? He said “Congratulations on your Q3 results! Now, how long will it take to get to 98%?”.
He had a smirk on his face but I have no doubt he was serious. Game on, I say!
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