Support KPI Examples | Time From Inquiry to Response

Time From Inquiry to Response

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

Klipfolio - Business Dashboard Software Klipfolio - Business Dashboard Software Klipfolio - Business Dashboard Software
Klipfolio - Business Dashboard Software Klipfolio - Business Dashboard Software

Free 5 minute KPI lessons delivered to your inbox every day for 5 days

Everything you need to know about KPIs to start your data driven journey

Enter your email address to recieve your KPI 101 lessons

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

Services

Help Scout Dashboard | Help Scout Logo LiveAgent Dashboard | LiveAgent Logo Zendesk Dashboard | Zendesk logo

Role

Employee/Staff, Manager

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