How Are We Doing? Part 2
One year ago today we posted a reflective article about feedback from our customers about our performance. At that time we had been using a Help Desk system for over a year, and that allowed us to start collecting metrics and feedback from some of our plugin customers and development clients.
A year later, we wanted to look back and reflect on how things have changed for us. For one thing, we’re definitely a lot busier! And, as we come up on our 5 year anniversary (next week!), it’s even more important to take a look at what growth has meant to our level of service. Here are some key stats for Uncanny Owl over the last 12 months:
(The number of sites using our plugins may actually be a fair bit higher than 10,000, as we can only accurately say that it’s somewhere between 10,000 and 20,000; we suspect it’s around 11,000 at the time of writing.)
It’s a lot of growth! Installs and support requests have more than doubled over the last year. And even with that growth, we’ve been able to improve the level of satisfaction across our support channels. Keep in mind too that those are only users that had issues or questions and took time to leave a rating or comment.
And what are people saying about us in the feedback they provide? Here are some selected comments from our users:
| All of the features work and if you ever run into issues, the support team is top notch. They go out of their way to help and you can really tell that they care about their product. Thank you UO team for being so AWESOME! - $avageMan | Ryan has been fabulous! His solutions correct the issue, and he is always so fast to reply. Uncanny Owl has provided fantastic support and their plugin is great! - Kristie | Fast and clear reply. Took my vague query and provided a concise and brilliant answer. Thanks for making things much clearer... as a result I'm buying more licences today. - Michael N |
| Very responsive. Direct and helpful. - Thomas O | Excellent support and very fast! - Nathan H | Always responsive! - Alan C |
| A great detailed answer to my inquiry that will really help me! So appreciate it. - Richard M | The support I have received has been phenomenal. Thank you very much! - Abena E | I really appreciate the quick, knowledgeable, and detailed reply. Great!! - Lisa D |
| Great response and very fast. Thank you very much for your efficient support. - Sara C | Thanks for going above and beyond! Your service is amazing. - Jacqueline H | You guys are amazing! Thank you for your incredible products. - Will P |
| Ryan was very prompt with a response to my question and was very informative. I appreciate the quick assistance as this is time sensitive for us. - Dan P | As someone who is new to the WP and LMS game, I find Uncanny Owl’s products and service to be a life-saver. I can’t recommend them enough! - Leah | Ryan quickly pointed me in the direction I needed to resolve the answer. Within minutes of reading his response I had both issues resolved. - Chris T |
Of course, maintaining this level of service as we continue to grow is only possible with a great team. If you know LearnDash and are as committed to great products and service as we are, please consider checking out our open positions at http://jobs.uncannyowl.com/.
Comments/Questions
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