Average Response Time: Complete Guide
What Is Average Response Time?
Average Response Time (ART) is the average amount of time it takes for a business or individual to respond to messages, comments, or inquiries across social media platforms, email, or customer service channels.
Quick Definition:
Average Response Time = Total time to respond to all messages ÷ Number of messages received
How to Calculate Average Response Time
Formula:
ART = (Sum of all response times) ÷ (Total number of responses)
Example: If you responded to 3 messages in 5 min, 10 min, and 15 min respectively, your ART = (5 + 10 + 15) ÷ 3 = 10 minutes
Why Average Response Time Matters
Customer Satisfaction
90% of customers rate an immediate response as important when they have a question. Slow response times directly correlate with lower satisfaction scores.
Conversion Rates
Responding within 5 minutes makes you 21x more likely to qualify a lead than responding after 30 minutes.
Brand Perception
Fast responses signal professionalism and customer-centricity. Slow responses can damage your reputation and push customers to competitors.
Platform Visibility
Facebook displays your response time and rate on your page. A "Very responsive" badge can boost customer trust and page credibility.
Average Response Time Benchmarks
By Platform
By Industry
Facebook Response Time Badge
Facebook displays your average response time on your business page:
Facebook Response Badges
To earn the "Very responsive" badge:
- Response rate of 90% or higher
- Response time of 15 minutes or less
- Based on rolling 7-day performance
How to Improve Your Average Response Time
1. Set Up Automated Responses
Use instant replies to acknowledge messages immediately:
- "Thanks for reaching out! We typically respond within 2 hours."
- Provides immediate acknowledgment while you prepare a full response
2. Use Social Media Management Tools
Centralize all messages in one dashboard to respond faster across platforms. Tools like SocialRails let you manage messages from multiple platforms in one place.
3. Create Response Templates
Prepare templates for common questions:
- Pricing inquiries
- Support requests
- FAQs
- Order status questions
Customize templates for each inquiry rather than writing from scratch.
4. Set Team Alerts
Configure notifications so team members are alerted to new messages immediately. Assign specific team members to specific platforms or time shifts.
5. Establish Response Time Goals
Set internal targets:
- Social media DMs: Under 30 minutes during business hours
- Comments: Under 2 hours
- Email: Under 4 hours
- Urgent issues: Under 15 minutes
6. Monitor and Track
Review response time metrics weekly:
- Which platforms are lagging?
- Which team members respond fastest?
- What times of day see slower responses?
Average Response Time vs. First Response Time
Average Response Time
The average time across ALL responses in a conversation or period. Includes follow-up responses, not just the initial reply.
First Response Time (FRT)
The time it takes to send the FIRST response to a new message or ticket. Focuses specifically on initial acknowledgment.
Which to track?
- First Response Time: Critical for customer satisfaction (people want to know they've been heard)
- Average Response Time: Important for overall conversation quality and resolution speed
Most businesses should track both metrics.
What Affects Response Time?
Positive Factors
- Social media management tools
- Automated initial responses
- Clear team responsibilities
- Response templates
- Mobile notifications
- Adequate staffing
Negative Factors
- Manual platform checking
- No notification system
- Unclear ownership
- No templates
- Understaffing
- Multiple unmonitored platforms
Response Time Statistics
Key Statistics
- 79% of consumers expect a response within 24 hours on social media
- 40% expect a response within 1 hour
- 21x more likely to qualify a lead when responding in 5 minutes vs. 30 minutes
- 89% of consumers have switched to a competitor due to poor customer service
- 53% of customers expect responses to negative reviews within 7 days
Frequently Asked Questions
What is a good average response time?
For social media, under 1 hour is good, and under 15 minutes is excellent. For email, under 24 hours is acceptable, but under 4 hours is preferred. The best target depends on your industry and customer expectations.
How do I check my Facebook response time?
Go to your Facebook Page, click "Insights," then "Messaging." You'll see your response rate and average response time. Facebook calculates this based on Messenger conversations over the past 7 days.
Do automated responses count toward response time?
On most platforms, automated instant replies do NOT count as a response for metrics purposes. The timer continues until a human sends a personalized response. However, auto-replies help set customer expectations.
Should I respond to every message?
For response rate metrics, yes - responding to at least 90% of messages is important for Facebook's "Very responsive" badge. However, some messages (spam, inappropriate content) can be ignored or marked appropriately.
How can I respond faster when I'm not available 24/7?
Use automated responses to acknowledge messages instantly and set expectations ("We typically respond within 2 hours during business hours"). Schedule team coverage during peak inquiry times, and use a social media management tool to centralize and prioritize messages.
Related Terms
- Engagement Rate - Measure of audience interaction
- Customer Response - Engaging with your audience
- Social Media ROI - Measuring social media return
Related Guides
- Community Management Guide - Best practices for engaging your audience
- Social Media Customer Service - Customer support on social
- Facebook Business Page Guide - Optimize your Facebook presence