Because we believe in the importance of our transparency, every month we share with you a transparency report on the support. This month, you sent us 127 messages! How quickly did we reply?
How long did it take to get back to you this month?
The waiting time of a customer who has contacted support is divided into 4 categories:
- A+ for a response received less than an hour after the message was sent to support
- A for a response received between 1 and 4 hours after the message was sent to support
- B for a response received between 4 and 24 hours after the message was sent to support
- F for a reply received more than 24 hours after the message was sent to support
On average, you waited 15.7 hours for a reply… But beware of averages, which can be misleading: they are not representative of the majority of users.
In 55% of cases, we replied in less than an hour, and in 20% of cases, we replied in less than 4 hours!
