FRT: First Response Time

What is FRT

FRT (First Response Time) refers to the period between when a customer or user submits a question or request and when they receive the first response from a company, support team, or system. This metric is often used to measure the efficiency and speed of customer service or feedback systems.

What FRT is Used For

FRT is used in several key areas, particularly in customer service and customer relationship management:

1. Measuring service efficiency: FRT serves as an indicator of how quickly a support team responds to customer inquiries, helping businesses evaluate and optimize their service processes.
2. Improving customer satisfaction: A fast initial response can significantly boost satisfaction, as customers appreciate prompt acknowledgment and assistance.
3. Managing customer expectations: Even if the first response doesn't resolve the issue, simply confirming receipt and informing the customer that their request is being handled positively impacts the customer experience.
4. Increasing competitiveness: In highly competitive industries, a fast FRT can be a key differentiator and competitive advantage.
5. Forecasting and workload management: Analyzing FRT data helps anticipate peak demand and allocate resources to maintain service quality.
6. Identifying problem areas: A high FRT may indicate issues with processes, staffing, or training that need to be addressed.
7. Strategic planning and process improvement: Ongoing FRT analysis reveals patterns and trends that can inform broader service strategy and internal process enhancements.

How FRT is Calculated

FRT is calculated as the time difference between when a customer submits a request and when they receive the first reply from the company. The formula is:

FRT = Time of first response − Time of request submission

Example:

Let’s say a customer emails the support team at 12:00 PM. A support agent replies at 12:45 PM the same day.

• Request time: 12:00
• Response time: 12:45

FRT = 12:45 − 12:00 = 45 minutes

In this example, the First Response Time is 45 minutes. This metric helps evaluate the performance of support teams and is used to improve service quality by reducing wait times.

General Methodology for FRT Measurement

The methodology for measuring FRT involves several key steps aimed at evaluating the speed of customer support responses:

1. Clearly define your goals—whether it's improving service quality, reducing wait times, or setting performance benchmarks.
2. Implement a reliable tracking system to log request times and response times. Most helpdesk software provides this functionality automatically.
3. Collect data over a specific period, capturing exact timestamps for each request and its first response.
4. Calculate FRT for each case. Analyze averages, medians, minimums, and maximums to assess performance levels.
5. Evaluate results against targets. High FRTs may point to the need for process improvements or more staffing.
6. Based on your analysis, develop strategies to reduce FRT—through training, process improvements, or technology upgrades.
7. Implement changes and continue monitoring to see if they positively impact FRT.
8. Repeat the analysis regularly and adjust strategies as needed based on new performance data and customer feedback.

What Is Considered a Normal FRT

What’s considered a “normal” FRT depends heavily on the industry, type of request, communication channel (email, phone, chat, social media), and customer expectations. Here are general guidelines by channel:

Email:

• Good standard: 1 to 4 hours
• Acceptable standard: up to 24 hours

For critical business requests or highly competitive industries, companies may aim to respond within 1 hour.

Live Chat:

• Good standard: A few seconds to 1 minute
• Acceptable standard: up to 2–3 minutes

Live chat is expected to be real-time, so quick responses are essential.

Phone:

• Good standard: Immediate or within a few minutes
• Acceptable standard: up to 5 minutes wait time

Phone interactions typically require near-instant responses, and long holds can lead to dissatisfaction.

Social Media:

• Good standard: 1 to 3 hours
• Acceptable standard: up to 24 hours

Social media is an increasingly important support channel with high expectations for responsiveness.

These benchmarks vary by company and context. It’s crucial to gather customer feedback and analyze FRT data regularly to determine whether response times are meeting expectations and where improvements can be made.

How to Improve FRT

To improve your FRT metric, consider implementing the following steps:

1. Use automated replies and chatbots to immediately acknowledge and address common questions.
2. Prioritize requests so urgent or high-impact issues are addressed first.
3. Provide regular training to support staff on best practices and efficient communication strategies.
4. Expand communication channels—such as live chat and social media—to increase accessibility.
5. Streamline internal processes to reduce response delays and eliminate unnecessary steps.
6. Allocate extra resources during peak periods to handle higher request volumes.
7. Integrate service tools and platforms to ensure faster access to customer data and resources.
8. Gather customer feedback about their support experience and use it to guide service improvements.
9. Regularly review FRT and related service metrics to identify trends and improvement areas.
10. Implement performance incentives for agents who consistently deliver quick and high-quality support.

Focusing on these areas can significantly enhance your responsiveness, boost customer satisfaction, and foster long-term loyalty.