Linden Lab sharing customer care statistics

Linden Lab, certainly when compared to the game companies, presents lots and lots of data about how Second Life is doing. Finding the numbers of residents, active accounts, information about the economy, information about crashes, information about how fast people manage to render scenes and so on is all easy. Discussions regarding their plans for the future are harder to find, but are there, and are sometimes acted upon.

To this impressive list, Linden Lab is now producing a set of statistics about customer care. How many calls, how quickly they are answered, the percentage of tickets solved, and how well the caller rated the service. Little things like about 75% of callers felt the support they received was OK, good or excellent. Of course this means 25% or so were less happy – but that's reasonably good numbers, and there are about 20,000 new support tickets a month. This is a starting point, it will be interesting to see how their care improves over time.