Average first response time is one of the most important customer service reports used to understand how you are performing. It looks at not just the one-off response for a single customer, but the average response time for your entire department.
Reducing response times and responding to your customers with helpful and relevant information is the key to customer service success!
Therefore, if you want to improve the experience for your customers, then you need to make reducing your average FRT a priority for your business.
So, how do I calculate average FRT?
To understand how to calculate your average FRT, there are two key pieces of data you need to collect from your customer service team:
The total time it took to respond to emails during a selected time period.
The total number of responses sent in that selected time period.
Make sure the time period for both metrics matches. You may want to look at this over the course of a day, a week, or even a month to get a clear picture.
Then, simply divide the top figure (total time to send responses) by the bottom figure (total number of responses). This will give you a single number of hours, which is your average FRT.