Response time in minutes for inbound requests coming from e-mail

This measure calculates response time in minutes for inbound requests (i.e. queries initiated by the customer) coming from e-mail. 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:
103145
Total Sample Size:
448 All Companies
Performers:
25th
– Median
– 75th
–
Key Performance
Indicator:
Yes

Compute this Measure

Units for this measure are minutes.

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Response time in minutes for contacts received through email

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.

Median

The metric value which represents the 50th percentile of a peer group. This could also be communicated as the metric value where half of the peer group sample shows lower performance than the expressed metric value or half of the peer group sample shows higher performance than the expressed metric value.

Measure Scope

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Cross Industry (7.3.0)

  • 6.2.2.1 - Receive customer problems, requests, and inquiries (10394) - Receiving requests for information from customers over multiple channels. Receive various requests and inquiries from customers regarding products/services. Accept these inquiries through channels such as email, telephone, online forms, text messages, social media, and in person. Supply dedicated equipment, systems, and personnel.
  • 6.2.2.2 - Analyze problems, requests, and inquiries (13482) - Analyzing various requests and inquiries from customers regarding products/services. Provide answers and offerings to satisfy the customer's needs.
  • 6.2.2.3 - Resolve customer problems, requests, and inquiries (10395) - Routing customer inquiries in order to service them with the most apposite response. Direct customer inquires to the best suited personnel or system. Have a system or procedure capable of efficiently channeling these requests.
  • 6.2.2.4 - Respond to customer problems, requests, and inquiries (10396) - Responding to customer requests by email, conversation, interactive voice response, mail, etc. with the most appropriate reply. Instill a robust process to locate the right information for a solution to a customer's problem.
  • 6.2.2.5 - Identify and capture upsell/cross-sell opportunities (16928) - Utilizing customer inquiries as opportunities to either provide a comparable service to the one in question, offer additional complimentary service, or suggest a service that is better than what was initially offered.
  • 6.2.2.6 - Deliver opportunity to sales team (16937) - Providing possible sales leads to the sales team in an effort to garner more business opportunities.