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vFlyer Support Response Times
vFlyer is committed to providing our users the best support we can. To this end, we’ve set the following goal for ourselves: We will respond to at least 95% of all support inquiries we receive within 2 hours and at least 85% within 1 hour.
We implemented a regular review of support response times in February 2010 and publish the results of each review here. You can see the results of each review in the table below:
| Date | % of responses under 2 hours | % of responses under 1 hour | Avg. response time (in minutes) |
|---|---|---|---|
| 07/15/11 | 96 | 88 | 32.68 |
| 04/14/11 | 100 | 98 | 28.76 |
| 04/01/11 | 98 | 96 | 23.68 |
| 03/18/11 | 100 | 100 | 20.8 |
| 03/04/11 | 100 | 96 | 22.9 |
| 02/17/11 | 100 | 96 | 21.86 |
| 01/28/11 | 94 | 86 | 33.84 |
| 01/14/11 | 98 | 96 | 28.18 |
| 12/17/10 | 100 | 100 | 17.52 |
| 12/3/10 | 100 | 90 | 25.9 |
| 11/19/10 | 94 | 90 | 42.48 |
| 11/5/10 | 100 | 98 | 17.28 |
| 10/22/10 | 98 | 86 | 25.6 |
| 10/08/10 | 96 | 84 | 48.4 |
| 09/24/10 | 100 | 96 | 22.58 |
| 09/09/10 | 100 | 90 | 27.7 |
| 08/27/10 | 96 | 90 | 43.38 |
| 08/13/10 | 98 | 90 | 27.28 |
| 07/29/10 | 98 | 94 | 65.56* |
| 07/16/10 | 98 | 90 | 39.94 |
| 07/01/10 | 100 | 90 | 27.08 |
| 06/17/10 | 100 | 88 | 30.56 |
| 06/03/10 | 98 | 88 | 33.84 |
| 05/20/10 | 88 | 78 | 50.74 |
| 05/06/10 | 96 | 86 | 30.72 |
| 04/23/10 | 100 | 90 | 24.5 |
| 04/08/10 | 94 | 84 | 38.64 |
| 03/25/10 | 96 | 78 | 35.76 |
| 03/12/10 | 96 | 88 | 28.2 |
| 02/25/10 | 88 | 74 | 50.66 |
| 02/11/10 | 74 | 56 | 110.84 |
Note: for each review, we took 50 randomly selected support inquiries sent since the previous review and calculated the time during our normal business hours that it took us to respond.
*For the 07/29 sample, there was one message that we did not respond to within two hours, however, this message was filtered into our spam folders and we didn’t see it until several days later, when we responded immediately. This explains both the high percentages of responses under 1 and 2 hours as well as the higher than normal average response time.
response_time.txt · Last modified: 2011/07/29 16:35 by rmiller
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