On-Time Response Rate
Percentage of customer service requests that were addressed within a predefined acceptable time frame. Meeting expected response times can increase customer satisfaction and demonstrate efficiency. In case of service-level agreements (SLAs), this time frame is a contractual obligation for the company.
(Number of requests answered within expected time frame / Total number of requests) x 100
If 90 out of 100 inquiries were addressed within the expected time, the rate is 90%.