Customer Experience

Who's using Laminr, how fast they get answers, and how much support time costs them

snapshot

Range

Active customers & users per day

Distinct customers (tenants) and submitting users with ≥1 package that day

How fast customers get an answer

Median time from submission to first terminal state (under review or processed) vs. to final processed · the gap is what support review adds · log scale · coverage begins Apr 13 2026

Review rate & support latency

Bars = share of packages that hit "under review" · line = median review → processed time (right axis, log) · coverage begins Apr 13 2026

Methodology. Packages from packages_loanpackage, attributed to their submission day (Eastern time); internal and test tenants excluded (same list as the Revenue Report). Status transitions come from packages_historicalloanpackage: status 2 = processed, status 3 = under review. Time to first terminal = first transition to processed OR under review — how long until the customer gets an answer. Time to processed = first transition to processed — full resolution. Support latency = processed minus under-review time, for packages that went through review: the support team's contribution to customer wait. Review rate = share of submitted packages that ever hit under review — lower is better (fewer packages need human help). Unique customer/user window counts are computed at capture time over trailing windows; deltas compare the equal-length prior window. Weekends (Sat/Sun, Eastern) are excluded from every chart and metric — weekend volume is negligible and only adds noise. Chart lines are smoothed with a centered moving average (3-day at 30d, 5-day at 90/180d; none at 7d); KPI numbers are computed from raw daily values. State-history coverage begins Apr 13 2026; earlier time/latency values are backfill artifacts and are hidden. Fast processing = happy customer. Rolling 180 days · laminr-prod.