Definition The average time it takes to reply to a customer’s first message.
Example 1,500 minutes across 300 emails gives an average response time of 5 minutes.
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Why it matters Customers judge service heavily on how quickly they hear back.
Where it is used Support dashboards and service level reviews.
How to calculate it Total time to first response ÷ number of requests
Worked example 1,500 minutes across 300 emails gives an average response time of 5 minutes.
