Definition
First response time is a measure of how long an inquiry waits for its first reply, from the moment it arrives to the moment someone answers it. For a service business, it is how long a new customer waits to hear back while they may still be asking other businesses.
What counts as a first response?
The clock starts when the inquiry arrives. It stops at the first reply.
Two choices change the number. Make them once and write them down:
- Does an automatic reply count? A "we got your message" email is a reply, but it answers nothing. Decide if it stops the clock.
- Do closed hours count? An inquiry sent at 11 pm may wait until 8 am. Decide if those hours are part of the wait.
Use the same rules every week. Then this week's number can be compared with last week's.
How is it different from average response time and speed to lead?
First response time is not the same as average response time, which looks at every reply in a conversation. It is also not the same as speed to lead, which looks at when a person first reaches out to act on the lead.
| Measure | Clock starts | Clock stops | What it tells you |
|---|---|---|---|
| First response time | The inquiry arrives | The first reply you count | How long a new person waits to hear anything |
| Average response time | Each message they send | Your reply to that message, then averaged | How quick you are across the whole conversation |
| Speed to lead | The lead arrives | A person first reaches out, such as a call | How fast someone acts on a new lead |
What does it look like for a plumber?
This is an example, not a real business. An inquiry about a leaking pipe arrives at 9:00. An automatic email goes out at 9:01. The owner calls at 9:40. The customer sends a question at 10:15, and the owner answers at 11:15.
- First response time: 1 minute if the automatic email counts. 40 minutes if it does not.
- Speed to lead: 40 minutes.
- Average response time: 50 minutes if the automatic email does not count. That is the average of 40 and 60.
Does an AI reply count as a first response?
That is your choice, the same as with an automatic email. In Qualiform, the AI replies to each message a visitor sends and answers what they ask. It is still software, not a person.
Speed to lead still depends on a person hearing about the lead. In Qualiform, you choose who hears about new leads on the Routing tab, under Who hears about new leads. The AI is told not to promise the visitor a particular time.
To decide which inquiries get the fastest reply from a person, see the lead routing rules for a small service business.
Common questions
What is a good first response time?
It depends on the trade and on what customers expect. Measure your own for a month, write down the number, and then try to beat it. A number you track the same way every week tells you more than one you borrow from someone else.
Is first response time the same as resolution time?
No. First response time stops at the first reply. Resolution time keeps running until the customer's problem is solved or the job is booked, which can take days.
Does a small business need to track first response time?
It helps if new customers often contact more than one business. Writing down when each inquiry arrived and when you first replied is enough to start.