Valve shows Steam customer service backlog on new stats page

Valve has put a new statistics page online that provides insight into the number of questions that Steam customer service receives and how many are being handled. With the page, Valve wants to show that support on Steam has improved.

The new stats page doesn’t show data prior to February, but the chart shows that customer service requests in early February were delayed for much longer than they are now. The support department receives about 60,000 to 100,000 requests every day. At the beginning of February, the vast majority of them were not arrested. The number of requests waiting for a response has since fallen to less than 10,000 a day.

The page also shows the types of requests that customer service has received in the past 24 hours and how long it takes to process such requests. In most cases, it concerns people who ask for money back for games they have bought. It takes less than two hours to a day and a half to handle, according to the page. Security and account recovery requests are handled in less than 17 hours, according to the page.

Valve says in a blog that it has received a lot of commentary about customer service on Steam in recent years. The company states that support has improved considerably in recent years, including by improving the support website and hiring more people. With the statistics page, Valve says it wants to make support more transparent.