GM Grimmi
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Posted - 2008.09.18 16:33:00 -
[1]
Hi everyone,
First of all, thank you all for sharing your concerns regarding the response time and quality of our customer service in general. We strive to provide quality service but there is certainly always room for improvements.
Now, letĘs address some of the points that have been raised in this thread.
First, the response time:
As you may know, the categories that petitions are filed in have different priority and thus different response times as well. Petitions filed in the stuck category have top priority and should be answered within a couple of hours at most. Petitions filed in most other categories should be replied to in 1-3 days. This depends on load and general situation at any given time of course, but as those that have been with us for a long time know, response times have decreased considerably compared to a couple of years ago. Some types of issues, e.g. hacking cases or complex technical issues, require a lot of work or specialist attention and therefore take longer to deal with and sometimes more time to send a first reply to.
Our service level goals are basically: to keep the response time for stuck under one hour. Billing petitions and technical petitions should receive a first reply within 24 hours and petitions in other categories should not have to wait for more than 3 days at most.
We are of course always working on improving response times even further and we have made good progress in the last year. During the last 3 months, the average response time was 23 hours. A year ago this was 52 hours. The number of GMs has more than doubled in the last couple of years and as a result we now usually face about 1000-2000 cases total in the queue. This was a whopping 12 thousand 2 years ago.
Secondly, ignored petitions:
Some claims have been made that petitions are ignored completely by our GMs. Such statements are simply not correct. Since EVE Customer Support was launched, during EVE Beta trials, it has been our unalterable and very strict rule that every single petition must be answered. While the response time may vary, all GMs are absolutely bound by this rule and anyone who verifiably breaks it is in deep trouble. Keep in mind that the whole process of petition handling is logged in detail and any GM that would simply close a petition without a reply, would have some serious explaining to do to his superiors.
One more thing worth to mention, is that in every case where we receive reports of a petition not being replied to by GMĘs, we carry out a thorough investigation. In almost all cases, such investigation shows that the petition was accidentally closed by the player, timed out after a reply from us or junk/spam filters grabbed our reply.
That being said, there have been a few isolated cases where technical issues on our side are to blame, resulting in some mishandled or untimely closed petitions, but such situations are of course corrected with top priority, when discovered.
In short, all petitions will be replied to as soon as possible and handled in a timely and professional manner.
Thank you for your patience and understanding.
The GMs
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