Tool
Customer Response Time Calculator
Measure average response time and understand the service impact of answering faster.
Summary
Avg response time = total wait minutes ÷ number of tickets. Median can be more useful when a few slow tickets skew the average.
Avg response
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Gap vs target
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Why speed matters
First response time is the single biggest driver of CSAT. Customers often rate support based on how quickly they heard back — before even evaluating whether the answer was helpful.
How to improve
- Canned responses for top 10 repeat questions
- Route by channel — live chat in business hours, email same-day
- Auto-acknowledgement with realistic response window
- Simple FAQ / knowledge base resolves common issues before a ticket
- Shared inboxes with clear ownership
Frequently asked questions
Business hours or 24/7?
Track both. Internal metrics business-hours; customer-facing SLAs 24/7 unless you set expectations.
Next step
Keep exploring related resources to strengthen this area of the business.
See SLA Response CalculatorPhase 2 content slot (ads / affiliate)