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:
447 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 (7.3.1)

  • 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)