Response Time Calculator
Calculate your average support response time
Converge Team
Response Times
Enter response times in minutes for each ticket.
Results
Response time is the clock that starts the moment a customer reaches out and stops when they get their first reply. It is consistently ranked as the number one factor in customer satisfaction with support, ahead of resolution quality and agent knowledge.
According to SuperOffice's analysis of 1,000 companies, the average response time for customer service requests is 12 hours and 10 minutes. Yet 88% of customers expect a response within 60 minutes. This gap between expectation and reality represents one of the biggest opportunities in customer support.
The business impact is measurable. Harvard Business Review found that companies responding to inquiries within one hour are 7 times more likely to have meaningful conversations with decision-makers. Conversely, Zendesk's 2024 CX Trends report shows that 60% of customers say long wait times are the most frustrating part of the service experience.
This calculator helps you measure your team's actual response time performance, compare against industry benchmarks, and identify where improvements would have the biggest impact. Enter individual ticket times or summary statistics to get your metrics.
How to Use This Calculator
- Enter response times: Input each ticket's response time in minutes, or use hours and minutes for longer times.
- Add multiple entries: Click "Add Entry" for each ticket you want to include. More data points give more accurate averages.
- Review your metrics: See average, median, fastest, and slowest response times calculated automatically.
- Check benchmarks: Compare your average against industry standards to see where you stand.
Pro Tips
- Track median, not just average: One 24-hour outlier can double your average. Median gives a more realistic picture of typical performance.
- Segment by channel: Email, chat, and social media have different expectations. A 2-hour email response is good; a 2-hour chat response is terrible.
- Measure during business hours: A ticket received at 11 PM shouldn't penalize your 9 AM response. Business-hours calculation gives a fairer metric.
- Set tiered targets: Not all tickets are equal. VIP customers, billing issues, and outage reports should have faster response targets than general inquiries.
- Automate the first touch: Auto-acknowledgments don't count as first response, but they buy time and reduce customer anxiety while your team prepares a real reply.