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.
Contact requests that were replied to within the given time period/Total number of contact requests
Example of KPI target
95% of replies
Support Manager, Support Team
On time correspondence reply