Time From Inquiry to Response Metric

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

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

Related Metrics & KPIs

Time to Resolution

Timeliness of Issue Resolution

Customer Complaints Due to Poor Service 2017 09 15 15 03 24.png

Customer Complaints Due to Poor Service or Product Quality

Talk Time

Talk Time

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