We are transparent with our support statistics – not just to our clients but to anyone that asks. But we don’t provide everything. Not because we have anything to hide but because we are a small company. We measure what our clients tell us are the most important metrics to them. After all, we would rather focus our time and resources on what provides the best return for our clients – support and development. 

This struck home the other day when I was asked about the resolution times for our elementTIME in application support channel. To their somewhat surprise I said I didn’t pay resolution statistics a lot of attention nor make a point in tracking them.

Instead of providing the statistics I explained the support ethos we had adopted: 

Everything we do will provide the highest satisfaction possible for every client we interact with. Period.

We do great support always.

I am not saying resolution time is not important. It really is, and for some organisations tracking it probably makes a lot of sense and not just because it is easy. But would you rather have a vendor with a 30-day resolution KPI regardless of the success or outcome of the response, or one that says time is important but your happiness more so?

When we implemented our in-application support channel we thought it would be used for password resets and questions about the best way to run special reports. But what we have found is that our users ask us anything. From suggestions on design to requests for new functionality, and even once for directions. So while resolution could be a great metric, it’s more important to us that the client is satisfied and engaged – whether that means their request was turned down, put on the backlog, or prioritised into the next work pack. If the client understands why and is happy, we are doing our job.

And that is why our support targets are simple and based on two things 

  1. Less than 30 minutes initial response.
  2. 100% satisfaction.

We don’t always make it, but with such simple targets, we have nothing else to hide behind.

After all, reporting that our average resolution is less than three days even with feature requests wouldn’t be that hard – but reporting that we have 100% of people rating their experience with our support channel at ? – that is a challenge we want to meet and track.

So how do your vendors track support? And how do they share their information about it? Because in our opinion at the end of the day every vendor should be trying their best to make you satisfied. Even if it is just taking the time to explain why your request for a fluro style sheet with looped techno music backing will probably be on the backlog for a while.