What leads me to ask: I requested assistance with a thorny problem via the "Contact Us" on Nov. 6. No answer; tried again on Nov. 17. Still nothing (December 8).
How many SOS's are there in the current backlog? What's the average wait time to get a response from "Contact Us"?
How many SOS's are received per week?
How do those numbers compare with those that were occurring prior to The Firing?
Is average wait time calculated and recorded? If so, how could I look at it?
Has the data guru been looking at these issues at all?
Have the community managers and/or management noticed or hypothesized a correlation between reduction of wait time and the general level of trust?
And now, two feature requests:
When a user sends a message to the CM team via "Contact us" or an email to email@example.com, arrange for the automatic response to include an estimated number of days of wait time.
Publish somewhere (here perhaps) the average wait time on an occasional, on-going basis, e.g. approximately once a month.
How this question is different from the proposed duplicate:
The proposed duplicate seems to be saying that average response time is between one day and one week, and that if it's going to be longer, one can expect an email to that effect.
In these difficult times, I'd be surprised if the numbers were the same.
I'd like to know how they compare. My target answer author: the data guru, I forget her name (hope someone will help me and edit this part).