Measures the average time taken to respond to initial customer inquiries.

What it Measures ?

How fast we reply to customer questions.

Relevant StakeHolders 

Support, Customer Service

In-depth Use Case / Real-world Example

Quick responses to inquiries—whether it’s about a pending ticket, status update, or spare part—build trust. In manufacturing, if a customer asks about a machine’s repair ETA and hears back after 3 days, that’s poor experience. A faster response, say within a few hours, improves satisfaction. Monitoring this KPI helps identify process gaps in communication or staff training. Shorter response times mean better service transparency and a more professional brand image.