Support KPI Examples | Correspondence Replied to On Time

Correspondence Replied to On Time

Measure how many contact requests were answered within a set, appropriate amount of time.

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Formula

Contact requests that were replied to within the given time period/Total number of contact requests

Services

Intercom Dashboard | Intercom logo LiveAgent Dashboard | LiveAgent Logo Zendesk Dashboard | Zendesk logo

Role

Analyst, Manager

Overview

Leaving your customers waiting for too long is never a good thing, though it can be impossible to reply to every message as it comes in. The Correspondence Replied to On Time metric helps you monitor the number of contacts that were replied to within an appropriate amount of time to ensure efficient work and customer satisfaction.

Formula

Contact requests that were replied to within the given time period/Total number of contact requests

Reporting frequency

Weekly

Example of KPI target

95% of replies

Audience

Support Manager, Support Team

Variations

On time correspondence reply