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Timely Response metrics and KPIs

What are Timely Response metrics?

Crafting the perfect Timely Response metrics can feel overwhelming, particularly when you're juggling daily responsibilities. That's why we've put together a collection of examples to spark your inspiration.

Copy these examples into your preferred app, or you can also use Tability to keep yourself accountable.

Find Timely Response metrics with AI

While we have some examples available, it's likely that you'll have specific scenarios that aren't covered here. You can use our free AI metrics generator below to generate your own strategies.

Examples of Timely Response metrics and KPIs

Metrics for Customer Service Performance

  • 1. Customer Satisfaction Score (CSAT)

    Measures the level of satisfaction customers feel after interacting with customer service, typically collected through surveys

    What good looks like for this metric: 80-85%

    Ideas to improve this metric
    • Implement regular customer feedback surveys
    • Provide training sessions for employees
    • Use sentiments analysis tools
    • Improve response times
    • Offer personalised customer service

  • 2. First Response Time

    Calculates the average time it takes for a customer service representative to respond to a customer inquiry

    What good looks like for this metric: Less than 24 hours

    Ideas to improve this metric
    • Use automated responses
    • Allocate resources efficiently
    • Provide employees with comprehensive knowledge bases
    • Implement better scheduling
    • Use CRM tools to streamline processes

  • 3. Average Handling Time (AHT)

    Measures the average time spent on a customer service interaction from start to finish

    What good looks like for this metric: 6-8 minutes

    Ideas to improve this metric
    • Provide effective training for handling queries
    • Use scripts for common issues
    • Streamline processes
    • Encourage team collaboration
    • Regularly review and optimise procedures

  • 4. Employee Satisfaction

    Assesses the level of satisfaction of customer service employees about their work environment and job roles

    What good looks like for this metric: 70-80%

    Ideas to improve this metric
    • Conduct regular employee satisfaction surveys
    • Offer recognition and rewards programmes
    • Provide opportunities for career advancement
    • Implement team-building activities
    • Ensure a balanced workload

  • 5. Issue Resolution Rate

    Measures the percentage of customer service requests that are resolved successfully on first contact

    What good looks like for this metric: 70-75%

    Ideas to improve this metric
    • Improve training for problem-solving
    • Provide comprehensive resources for employees
    • Encourage proactive communication
    • Analyse common issues for better solutions
    • Adopt technology to aid in resolution
customer-satisfactiontimely-responsecustomer-service-representativecustomer-service-managercustomer-support-teamemployee-engagement-team
Implement these metrics

Tracking your Timely Response metrics

Having a plan is one thing, sticking to it is another.

Don't fall into the set-and-forget trap. It is important to adopt a weekly check-in process to keep your strategy agile – otherwise this is nothing more than a reporting exercise.

A tool like Tability can also help you by combining AI and goal-setting to keep you on track.

Tability Insights DashboardTability's check-ins will save you hours and increase transparency

More metrics recently published

We have more examples to help you below.

Planning resources

OKRs are a great way to translate strategies into measurable goals. Here are a list of resources to help you adopt the OKR framework:

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