A lengthy update from Valve announces a new page on Steam so they can be more transparent when it comes to how well they are doing looking after their customers.
The new Steam Support Stats page highlights the requests made to Steam support and the backlog that still needs to be dealt with. The page also shows typical response times for support issues such as refunds, account security, game/Steam technical support, and billing support. These are currently showing typical response times between 1.36 hours and 16.99 hours depending on the issue.
“Today we are launching our Steam Support Stats page and seeking to improve transparency around users’ experiences getting support from us.”, said Valve. “We believe that increasing transparency will both help users understand how we are doing and will help make sure we keep improving over time.”
Account security issues take the longest according to the numbers. Valve mentions that they have reduced the time on these security issues from over a week down to 24 hours in 98% of cases, and 90% of refund requests are now also resolved within a few hours.
At the end of each day, there are around 8000 unresolved issues on average. This sounds like a lot, but when you consider there are between 70K and 80K requests on any given day, it’s a small number.
Valve concludes their update but adding, “We know that reducing wait times and backlogs is not enough on its own, and we’re also committed to continuing to improve the quality of each interaction. We’ve been continuously investing in staffing, training, and process improvements to that end and while we believe we’ve made progress we know there is always more work to be done.”
More transparency is always a good sign and anyone who is frustrated with Steam support can now see what’s going on.