Measures the average time taken to respond to service requests or tickets.

What it Measures ?

How fast we reply to customer tickets.

Relevant StakeHolders 

Support Leads, Helpdesk Managers

In-depth Use Case / Real-world Example

This KPI is calculated by dividing the total time taken to respond to all service requests by the number of requests. For example, if 10 requests are answered in 100 minutes, the average response time is 10 minutes. A lower response time indicates quicker service. In manufacturing, where time-sensitive issues may affect operations, reducing the response time improves customer satisfaction and operational continuity.