First Response Time
First Response Time is the average amount of time it takes for a customer to receive the first human response to their inquiry. It's a crucial metric for assessing the efficiency and speed of a customer support team. A shorter first response time can lead to improved customer satisfaction.
Total time taken for first responses / Number of customer inquiries
If in one day, the first responses to 10 inquiries took a combined total of 30 minutes, the average First Response Time is 3 minutes.