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GlossaryAverage Response Time

Average Response Time

What is Average Response Time?

The average response time is the amount of time (on average) that it takes a business to respond to a message from a customer on social media.

How to measure Average Response Time?

This can be done manually by tracking/ timing how long it takes for a customer service representative to respond to a customer message. Collecting data on response time and calculating the average is generally effective. There is also specialized software that can measure this.

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Why is knowing your Average Response Time important?

Many customers expect an instant response to their messages from businesses on social media due to the fast-moving nature of social media messaging. Delays in responding can lead potential customers to become irritated and cause them to look for their answers elsewhere (with a competitor). By monitoring your average response time, you can identify any issues and take the necessary steps to address them which can improve the efficiency of your system.

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