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blankseplocked Petition Average Response time ticker
 
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Nikki ThePink
Posted - 2011.02.02 08:45:00 - [1]
 

Hey CCP,

Please oh Please can you put a ticker somewhere with what the average response time is for petitions to be answered????

Some times i have been waiting almost a week, others i have had answers within a couple hours and i hear some people have waited more than a week.

It's very simple stuff to do taking time petition opened to time of first response then calculating the difference, do that across the entire petition database add it up all the hours and divide by the number of petitions = avergae hourly response. You already have all the data and to do this a web dev could knock out a web version in half a days work.

You could even base your avergae on the last 7 days or soemthing to cut down the database load as i imagine you have alot of petitions.

Constructive feedback welcome, whiners bring it on, im a web dev myself and i recently had to do somethign similar with a technical support company so i know what involved.

oh and the benifit of this is simple, it makes people who are impatient (yes me) happy to know that i might be answered in the next 24 hours or i could see that i might have to wait 3 days. i dont mind what the answer is its knowing that counts, i'd rather know if on average its takign 7 days to answer PI petitions or 12 hours to answer mission related petitions, or 20 minutes for stuck petitions. You already have categories so splitting the data should be easy aswell.




RaTTuS
BIG
Gentlemen's Agreement
Posted - 2011.02.02 08:48:00 - [2]
 

it will depoend on the petition ,
type, weather , time and all sorts of other stuff

Nikki ThePink
Posted - 2011.02.02 08:54:00 - [3]
 

hence why its called an average lol

DocDoo
BIG
Posted - 2011.02.02 09:30:00 - [4]
 

^ well then it would be meaningless really.

but I think I agree ... sort of.

but as soon as the loads go up the average will get bigger then people whould come to the forums and rage that there petition was taking longer than average.

getting an email response when it is opened and replied to would be a good start

CCP StevieSG

Posted - 2011.02.02 10:20:00 - [5]
 

Moved to Features and Ideas from EVE General.

Nikki ThePink
Posted - 2011.02.02 10:31:00 - [6]
 

hmm how would it be meaningless? at the moment you dotn know if its going to take an hour or a month to get a response and if its somethign your already raging mad abotu it then some indication to when you might get a response might be nice.

Even if the average response time for a certain category (petition request) is 1 day 5 hours and it takes 2 days to actually get an answer at least from the point you made teh petition you had an expectation.

Have you never been on the phone and whilst waiting in a queue it says you are position x in the queue and we expect to reach your call in 3-4 minutes ect ect. It's common sense really and good ruel of thumb for any support related setup, simpel posting a question and being blind to how the GM's are handing the load is simply lazy and informing the user of long dealys is more reasonable than not.

Maybe CCP know in some categories of there petitions they take weeks to answer and would never take this idea up becuase it would show how bad soem areas of there support system are but at the same tiem why not use it to switch GM's focus when crtain queues get to a peak level (peak level to be determined) then they switch to that list of petitions and work through them to get the response time down.

Alot of call centers use this kind of stuff and it should be forced upon every call center in teh real world to do the same, ever been on the phoen to a 0870 numebr for 30 minutes payign 20p a minute and get so annoyed you hang up. i'm not saying eve has to go this far but the concept is proven with good customer relations, those that dont have it simply want to hide the true figures from there customers and hope they continue to play dumb.

Glyken Touchon
Gallente
Independent Alchemists
Posted - 2011.02.02 10:55:00 - [7]
 

Originally by: Nikki ThePink
Have you never been on the phone and whilst waiting in a queue it says you are position x in the queue and we expect to reach your call in 3-4 minutes ect ect. It's common sense really and good ruel of thumb for any support related setup, simpel posting a question and being blind to how the GM's are handing the load is simply lazy and informing the user of long dealys is more reasonable than not.


These work because the calls are handled in strict order that they arrive. For petitions, some categories bump the rest of the queue down a notch, so I don't think it's really viable.

Also, remember that for it to be an average, half of the petitions would be over that value anyway, and knowing that yours was one of them could be even more aggravating.


 

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