{"id":371,"date":"2015-03-03T17:34:43","date_gmt":"2015-03-03T16:34:43","guid":{"rendered":"https:\/\/wp-rocket.me\/blog\/?p=371"},"modified":"2019-07-29T09:37:55","modified_gmt":"2019-07-29T07:37:55","slug":"inside-wp-rocket-february-2015","status":"publish","type":"post","link":"https:\/\/wp-rocket.me\/blog\/inside-wp-rocket-february-2015\/","title":{"rendered":"Inside WP&nbsp;Rocket: February 2015"},"content":{"rendered":"<p>This is our monthly report where we share our business insights as part of <a title=\"Transparency matters!\" href=\"https:\/\/wp-rocket.me\/blog\/transparency-matters\/\">our transparency policy.<\/a><\/p>\n<h2>Updates<\/h2>\n<p>In February\u00a0we shipped 2 new versions which fixed several bugs.<\/p>\n<p>We&#8217;ve <a title=\"Our Development Roadmap is Now Public\" href=\"https:\/\/wp-rocket.me\/blog\/development-roadmap-public\/\">published our development roadmap<\/a> <strong>which is now public<\/strong>. \u00a0It&#8217;s\u00a0had lots of great feedback which is <strong>very encouraging<\/strong> \ud83d\ude42<\/p>\n<p>We will ship version 2.5 of WP Rocket very soon.<\/p>\n<h2>Revenue<\/h2>\n<p>We had a great month, even if it was a &#8220;small&#8221; month (only 28 days) :<\/p>\n<ul>\n<li><strong>$41 773<\/strong> in revenue (<strong>+6%<\/strong> comparing to January)<\/li>\n<li><strong>701<\/strong>\u00a0orders (<strong>-3,7%<\/strong>)<\/li>\n<li><strong>45<\/strong> renewals (<strong>-39%<\/strong>)<\/li>\n<li><strong>564<\/strong> new customers (<strong>+0,9%<\/strong>)<\/li>\n<li><strong>2584<\/strong> websites added (<strong>-0,7%<\/strong>)<\/li>\n<\/ul>\n<p>As you\u00a0can see, we had\u00a0a <strong>better month regarding revenue<\/strong> but with less orders and the same number of new customers. That means that we sold more business and pro licenses (directly or through upgrades).<\/p>\n<p>However our renewal orders were much worse compared to January. Renewals are <strong>one of the most important metrics for us<\/strong> : it really shows customer loyalty.<\/p>\n<p>This decrease can be explained by two reasons :<\/p>\n<ul>\n<li>Renewals are usually done <strong>just before the license\u00a0expires<\/strong>. January 2014 was better than February 2014. So there are less\u00a0licenses to renew in February 2015.<\/li>\n<li>We haven&#8217;t shipped <strong>a major update<\/strong>. We&#8217;ve noticed that every time we release\u00a0a major update, we have<strong>\u00a0lots of renewals in the following\u00a0days.<\/strong><\/li>\n<\/ul>\n<h2>Support Tickets \/ Happiness Report<\/h2>\n<p>This month <strong>409 support tickets<\/strong> (+2,5%) were\u00a0created by our customers.<\/p>\n<p>The number of tickets was\u00a0pretty stable but we&#8217;ve improved again our first response time <strong>from 3h33 to 2h56!<br \/>\n<\/strong><\/p>\n<p>We&#8217;ve increased the first response time, mostly thanks to a lot of predefined &#8220;Saved-Replies&#8221;, in our ticketing system.<\/p>\n<p><img loading=\"lazy\" decoding=\"async\" class=\"aligncenter size-full wp-image-372\" src=\"https:\/\/wp-rocket.me\/wp-content\/uploads\/2\/respond-time-february.png\" alt=\"Respond time support\" width=\"396\" height=\"301\" \/>&nbsp;<\/p>\n<p><strong>26% of the tickets were answered in less than 15 minutes.<\/strong><\/p>\n<p>Our happiness score from the support has been good <strong>with a 85%<\/strong>, but a little less compared to last month (-10%).<\/p>\n<p><img loading=\"lazy\" decoding=\"async\" class=\"aligncenter size-thumbnail wp-image-373\" src=\"https:\/\/wp-rocket.me\/wp-content\/uploads\/2\/happiness-score-february-800x350.png\" alt=\"happiness-score-february\" width=\"800\" height=\"350\" \/><\/p>\n<h2>People<\/h2>\n<p>We are now <strong>a team of 6!<\/strong> Marko and Sebastien<strong> have just joined us in March.<\/strong><\/p>\n<p>Marko joined us\u00a0<strong>as a Happiness Rocketeer.<\/strong>\u00a0He\u00a0will help us to be even better on our customer support.<\/p>\n<p>Besides, it will allow Jonathan and Jean-Baptiste who\u00a0were doing mostly customer support <strong>to focus on new projects to come<\/strong> (yes this is a tease).<\/p>\n<p>Sebastien has joined us as a Developer.\u00a0He will first work on the LazyLoad script, and then on new projects to come (yet another tease).<\/p>\n<p>We are very happy to welcome them, and very excited to work with these two awesome people.<\/p>\n<p>&nbsp;<\/p>\n<h2>Lesson of the Month: Learning From Mistakes<\/h2>\n<p>We had some &#8220;not good ratings&#8221; this month on our support.<br \/>\nOne was because we sent a wrong <a href=\"https:\/\/docs.wp-rocket.me\">documentation link<\/a>, and the issue got worse.<\/p>\n<p>For us, <strong>it&#8217;s ok to make\u00a0some mistakes and we don&#8217;t blame people for making mistakes<\/strong>.\u00a0But we have<strong> to find a solution to prevent a mistake being made\u00a0twice<\/strong>. That&#8217;s why we created a saved reply in our ticket system to prevent this mistake\u00a0being made\u00a0again.<\/p>\n","protected":false},"excerpt":{"rendered":"<p>This is our monthly report where we share our business insights as part of our transparency policy.<\/p>\n","protected":false},"author":4,"featured_media":319058,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"inline_featured_image":false,"kia_subtitle":"","footnotes":""},"categories":[62],"tags":[],"class_list":["post-371","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-inside-wp-rocket"],"acf":[],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v23.4 - https:\/\/yoast.com\/wordpress\/plugins\/seo\/ -->\n<title>Inside WP Rocket: February 2015<\/title>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" 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