Mobile Unanswered Questions

This is a project to reduce the number of unanswered mobile support questions by 50%. The baseline metric for this work is based on the following data:

• October 3rd, 2011 (FF7 release week): 39 new threads, 9 unanswered questions (23% unanswered)
• September 26th, 2011: 37 new threads, 16 unanswered questions (43% unanswered)

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Baseline average unanswered questions = 33% Goal: keep unanswered questions below 16%; answer 84% of all mobile questions asked during Q4

• October 16th, 2011: 20 new threads, 3 unanswered questions= 15%
• October 23, 2011: 22 new threads, 1 unanswered= 4.5%
• October 30, 2011: 34 new threads, 11 unanswered= 32%
• November 6, 2011: 23 new threads, 2 unanswered= 8%

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> for first month, average of 86% of mobile questions answered

• November 29, 2011: 64 new threads, 12 unanswered= 18%
• December 20, 2011: 85 new threads, 10 unanswered= 12%

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> for period Sept. 26 - December 20th, average of 15% unanswered questions!