Time From Inquiry to Response

Measure the time it takes for a support agent to respond to a customer inquiry.

Support KPI Examples | Time From Inquiry to Response

Overview

Having customers wait too long for a response to their inquiry can make them lose faith in your company. The Time From Inquiry to Response metric helps you monitor the amount of time it takes for your support agents to acknowledge inquires, and helps you identify if there needs to be a refocusing on incoming questions.

Formula

(Time waiting for response to inquiry A + Time waiting for response to inquiry B + Time waiting for response to inquiry C +...+ Time waiting for response to inquiry N)/Total number of inquiries

Reporting frequency

Monthly

Example of KPI target

1 hour

Audience

Support Manager, Support Team

Variations

Average time from customer inquiry to service team response

Inquiry response time