Customer Response Time Analysis
response time
customer service
satisfaction
Industry
CX
For Whom
Support Leaders, Service Quality Teams, CX Directors
Why You Need This
Fast responses drive satisfaction. Find slow spots and set service level targets.
How It Works
Calculate average and median response times by channel and agent.
Data Type
Tabular
What You Need
Service ticket, chat, email, and call logs with timestamps.
What You Get
- Response time dashboards
- Segment definitions: Fast, Average, Slow responders
- Channel and staffing recommendations
How To Use It
Target training or automation for slow channels; set SLAs.
Technique
Statistical Analysis
Business Impact
Increase NPS and loyalty, reduce churn (track response time and satisfaction link).
How We Deliver This
CX dashboards, agent training, real-time alerts.
Can Be Extended To
Omni-channel support, chatbot automation, workload balancing.