Linden Lab has a long standing mantra of being as transparent as possible although over the past year this has been tested in the customer service area, with a number of changes undertaken with little consultation or notice. A small step back in the other direction has occurred with the announcement that customer service metrics will be released each month.
The metrics themselves are rudimentary but at least provide some ideas on service trends. It’d be nice to see statistics around abandon rates (how many people gave up waiting in queue on the phone) and number of support tickets were resolved rather than number of tickets submitted.
Credit for another step in transparency but it’s far from full transparency at this stage.
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