Response time
Response time measures how long it takes to respond after an enquiry or request arrives. Be clear about the start and finish: an automatic acknowledgement, a useful human reply and a resolved issue are different milestones. Measuring them separately shows whether people are merely being notified or actually receiving the help they need.
Why it matters for your business
An achievable response standard makes ownership clearer. Use your own enquiry data to find delays, then compare the same measurement before and after changing the process.
A business example
A property enquiry gets an immediate acknowledgement but waits until the afternoon for available viewing times. Those are two different response measures.
Illustrative example.Your next step
Record received time, first useful reply and outcome for one enquiry queue.
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