Smiley: An app in 24 hours

Late Monday afternoon David, Kiran, and I were discussing how we could begin to measure how our customers felt about our customer service. We're already measuring things like response time, average tickets per day per person, average tickets in a thread, etc. Those stats are helpful for measuring internal efficiency and speed, but they don't measure quality from a customer's perspective.

The idea

We talked about it for a bit and came up with this basic goal: Let's make it really easy for ...