Today's Hard|Forum Post
Today's Hard|Forum Post

Thursday May 04, 2017

Valve Promotes Transparency With the Steam Support Update and Stats Page

Valve has rolled out their Steam support update and a new stats page, to give transparency to the experience that users get when using Steam support. The stats that Valve tossed around in this blog post detail the average number of various functions fulfilled by the Steam support staff in a day.

  • 75,000 help requests per day

  • 8,000 requests waiting for responses

  • 90% of refund requests are fulfilled in a few hours

  • Account Security & Recovery requests wait time went from over one week to 98% fulfilled in under 24 hours

  • Peak waiting for response tickets was 58,452 in the past 90 days.

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Transparency is always appreciated and this is a bold move for Valve to publish these results. By the same token it will be interesting to see how the Steam support stats change when confronted with the Steam Summer Sale for example. Will account requests go up when the next popular website's game portal is hacked? 49,119 refund requests were sent to Steam support in the past 24 hours and it only took them 1.35 hours to 1.53 days to fulfill them as of the writing of this article. Imagine if we had the same transparency and similar stats for AMD or Nvidia video card driver requests.

We’ve been hearing from users for several years about the need for us to keep working on improving Steam Support. As always, our goal with Steam is to be continuously improving and creating better user experiences across the board.

We hope that most of you never need to contact support because your experience with Steam is issue free to begin with. However, we know that there are times when something just goes wrong and when you need to get help from an actual person. Improving Steam Support to make that experience as smooth as possible has been a big focus for us over the last couple years. We overhauled our support site, we’ve built better integrated tools, we no longer require a separate account to contact support, and we’ve increased our support staffing. We’ve also fixed as many bugs as possible and have provided new self-service options where they make sense. Today we are launching our Steam Support Stats page and seeking to improve transparency around users’ experiences getting support from us. We believe that increasing transparency will both help users understand how we are doing and will help make sure we keep improving over time.

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