You may want to look at this over the course of a day, a week, or even a month to get a clear picture. Make sure the time period for both metrics matches. The total number of responses sent in that selected time period.The total time it took to respond to emails during a selected time period.
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To understand how to calculate your average FRT, there are two key pieces of data you need to collect from your customer service team:
Therefore, if you want to improve the experience for your customers, then you need to make reducing your average FRT a priority for your business.
Reducing response times and responding to your customers with helpful and relevant information is the key to customer service success! It looks at not just the one-off response for a single customer, but the average response time for your entire department. What is average first response time (FRT)?Īverage first response time is one of the most important customer service reports used to understand how you are performing. To answer that question, you need to calculate your first response time (FRT). While 12% expect a response within 15 minutes or less.ĭo you know how long does it take for you to respond to your customers? The result? Nearly half of all of customers (46%) expect companies to respond faster than 4 hours. Together with Jeff Toister, we recently asked 3,200 consumers how quickly they expect companies to respond to their email. It’s clear that you have an opportunity to stand out against the competition by simply responding to your customers.įor companies that do respond, the average response time is 12 hours – with the slowest response taking longer than 8 days! Yet, in our annual customer service study, we found that 62% of companies do not respond to customer emails. Without them, you don’t have much of a business – so it’s important to keep them happy. Your customers are the source of your revenue. We share 5 of the most effective and easy-to-implement techniques that we use at SuperOffice, which helped us reduce our own response time from more than 5 hours per reply to now less than 1 hour.That’s too long! So, how can you reduce response times? According to our own research of 1,000 companies, the average response time to respond to customer service requests is 12 hours and 10 minutes.How quickly do you respond to your own customers? The most important attribute of good customer service, according to customers' themselves, is a fast response time.
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