Introduction to the First Response Time KPI
The First Response Time (FRT) KPI measures how long it takes a support team to send the initial reply to a customer inquiry. It’s one of the most important customer service metrics because it directly affects satisfaction, trust, and the overall support experience.
What Is First Response Time?
First Response Time tracks the average time between when a customer submits a ticket and when support sends the first reply. It is calculated using:
Total Time to First Response ÷ Number of Responded Tickets
A shorter FRT indicates fast, efficient support operations. Longer times may signal staffing issues, process bottlenecks, or an overloaded support queue.
Why This KPI Matters
FRT provides valuable insights into the responsiveness and effectiveness of a support organization. It helps companies understand:
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How quickly customers receive acknowledgment
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Efficiency of support team workflows
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Impact on customer satisfaction and loyalty
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Early indicators of support overload
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Areas where automation or improved staffing may be needed
Since customers expect quick responses—especially in digital channels—improving FRT enhances the entire support journey.
How to Use This KPI Effectively
Support teams often track FRT by channel (email, chat, phone), issue type, or priority level to uncover patterns. When combined with First Contact Resolution (FCR), Average Resolution Time, CSAT, and Ticket Volume, FRT becomes a powerful indicator of overall service quality and operational readiness.