Learn about Response Times, including how to measure it, and leverage it in dashboards and visualizations with Metabase.
Response times refer to how quickly your customer service team is responding to tickets. This is an important metric that adds to the perceived value of your product. The more difficult it is to talk to a customer service representative and get help, the more frustrating using your product becomes. You can lose customers just by having slow or unhelpful customer service alone. Response times are logged based on the communication platform being used (email, phone, etc.) and can highlight areas that are being neglected and need more attention. It’s important to have reasonable response times to keep customer satisfaction and retention up.
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You can calculate response times by platform over a specified period of time. For example, let’s say you want to calculate the response time for email for a customer service rep for a full 8 hours (or 480 minutes). In that time, they responded to 100 emails. In order to get an average response time, we’ll have to take the the total number of minutes and divide that by the number of emails. In this case, that would be 480 minutes divided by 100, giving you an average response time of 4.8 minutes. Please note that these response times are based on individual customer service reps.
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