90% said great!
5 said just OK
5 said not so good
After every interaction with our support team, a customer is asked to rate the experience by clicking one of three ratings: “It was great” (happy face), “It was OK” (flat-line face), or “It wasn’t good” (frown face). Here's what the choices look like on the ticket.
We study these ratings to help us improve. Every customer interaction is an opportunity to get better. The ultimate goal is 100% happiness.
We’ve made these ratings public so everyone knows how we’re doing. We want to be held to the highest possible standards for customer service. Full transparency keeps us honest.
Cecil Villadares Cecil Villadares
Erin Van Vonderen
The customer service industry is obsessed with “customer satisfaction”. We believe that’s too low a bar. Satisfaction is not a measure of success — it’s just enough to get by. We want our customers to be happy. Happiness is success. Happiness is our goal.