Case Study: Support
Actionable insights in gamer support

Summary

A client wanted to determine the quality of their top-grossing game’s customer support system. Including the client's game, we analyzed five games within the game's sub-genre, compiled data across 49 categories, and then generated scores in reliability, human interaction, competence, reaction to criticism, and store refunds.
While their game enjoyed status as a top 5 grossing RPG app, our analysis found that the game's customer support was in need of serious improvement. In particular, we discovered that extensive use of auto-reply and wait times left players feeling undervalued as customers. For this game specifically, players found lack of personal human interaction prohibitive to their ability to receive the level of support they needed.

Methodology

Eight player accounts were created for each game. Each player played 30 minutes per day for one week before contacting support. Players continued play and interacted with support for four weeks.
In total, 100 customer support requests were submitted. Players completed a 49-item survey for each customer support request. The survey examined the player’s overall satisfaction with each customer support interaction on a 7-point Likert scale (1-3 for dissatisfied, 4 neutral, and 5-7 for positive).
From the survey data, our team generated scores in five categories: reliability, personal touch, competence, reaction to criticism, and store refund.
Analysts added to the survey data by providing long-form notes evaluating their experiences. These included suggestions for improvements.

Testimonial

This is an unsolicited testimonial: "I've showed this to the studio and they were very impressed and this is very helpful - great job guys!"
Last modified 10d ago