We received a total of 13,333 tickets and contacts this week, with the majority of contact regarding account help issues. This figure does not include abuse reports. Here's the breakdown:

Work type Volume Support tickets 2,544 Account recovery appeals 4,732 Offensive names 1,765 Offence appeals 92 Tweets 1,042 Ban appeals reviewed 3,158

When we process an offensive name report, we either take no action, or remove it for being offensive or impersonating a staff member. Here's the breakdown of action we took:

Action taken Volume No action taken 1,540 Offensive 225 Staff impersonation 0

We also take a variety of actions against offence appeals, depending on if the account was hijacked, or if the offence was issued correctly. Here's what we did for the 77 offence appeals we processed:

Action taken Volume Grant Appeal 32 Deny Appeal 59 Grant + Secure account 1 Deny + Modify offence 0

With every contact we receive it's important we respond to you quickly, and we strive to reply to all players within 48 hours. Here's how we did this week:

Time taken % of contacts 1 hour 28% 12 hours 86% 24 hours 95% 48 hours 98%

Resolving your issue in our first response is a key measure of success too - and while it won't always be possible, it's something we work hard to achieve. Here's the breakdown:

# replies % of contacts 1 73% 2 19% 3+ 9%

As you can see we resolved around 3/4 of all issues in just one reply, but we continue to work hard to reduce the number of 3+ reply contacts. We review these contacts regularly, to see why the ticket required 3 or more responses from Jagex to resolve.

Player satisfaction is also key to measuring how satisfied you are with the service we offer. At the end of every contact, we provide players the opportunity to fill out a quick survey about their experience.

This week 89% of players were satisfied with the service they received, leaving 11% unsatisfied. We investigate all unsatisfied contacts to understand if there was anything we could have done differently, but we find the majority are from cases of banned or hijacked accounts.