Response time in minutes for inbound requests coming from social media

This measure calculates response time in minutes for inbound requests (i.e. queries initiated by the customer) coming from social media (e.g., Facebook, Twitter, etc.). It is part of a set of Cycle Time measures that help companies analyze the duration of the process "manage customer service requests/inquiries" from beginning to end.

Benchmark Data

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Measure Category:
Cycle Time
Measure ID:
104517
Total Sample Size:
113 All Companies
Performers:
25th Median 75th
- - -
Key Performance Indicator:
No
Sample image showing interactive filters for more detailed measure peer group data and an interactive graph.

Compute this Measure

Units for this measure are minutes.

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Response time in minutes for contacts received through social media

Key Terms

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Cycle Time

Cycle time is the total time from the beginning of the process to the end. This includes both time spent actually performing the process and time spent waiting to move forward.

Measure Scope

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Cross Industry (7.3.1)

  • 6.2.2.1 - Receive customer problems, requests, and inquiries (10394)
  • 6.2.2.2 - Analyze problems, requests, and inquiries (13482)
  • 6.2.2.3 - Resolve customer problems, requests, and inquiries (10395)
  • 6.2.2.4 - Respond to customer problems, requests, and inquiries (10396)
  • 6.2.2.5 - Identify and capture upsell/cross-sell opportunities (16928)
  • 6.2.2.6 - Deliver opportunity to sales team (16937)