Call to Arms: Make customer support stats public
www.rippling.com/blog/call-to-arms-make-customer-support-stats-public
What Jamie wrote
This is a first that I have ever seen.
Many companies publish “status pages” showing downtime, incidents, and so on. This is a real-time “status page” for Rippling’s support quality and responsiveness.
It is an interesting idea, but I’m not sure how useful it really is. Status Pages are helpful for communicating the real-time status of things, but they are not good at providing historical availability data. Go to any status page and you will know what is going on now, but you really don't have a sense of availability over time.
Additionally with support there are a lot of differences in what good support looks like and how companies measure it. It also could drive very poor behavior like providing a first response to live chat, and then ignoring for several minutes. Support is a very complicated domain and hard to compare as they are suggesting.