Posted inAll sectors / Customer / Marketing

Social Media customer service response time

Definition of this KPI:
Timely responses to customer queries or comments on social media platforms are crucial for maintaining a positive customer experience. Monitor and optimize your response time.


  • This KPI can be calculated as: Average time taken to respond to inquiries
  • The KPI will be measured as: time (e.g. years, minutes)
  • How to interpret the KPI: lower is better
  • The strategic objective to measure with this KPI: Positive public perception

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