Measures the average time a customer waits between logging a request and receiving the first service action.

What it Measures ?

How long customers wait for service.

Relevant StakeHolders 

Customer Experience, Service Desk

In-depth Use Case / Real-world Example

Long waits—for issue resolution, callbacks, or site visits—frustrate customers and reduce trust. If customers typically wait 2 days for a technician, that becomes the baseline. Reducing this improves customer satisfaction and can prevent escalation. This metric is vital for measuring responsiveness and can highlight areas for staffing or process improvement.