Enter your response times for email, live chat, and phone — and see how you compare to industry benchmarks with an A–F grade.
Enter 0 for any channel you don't offer. Benchmarks are industry medians sourced from support analytics providers.
D
Below Average
Overall response time grade
Yours: 8h · Benchmark: 12h
A
Excellent
Live Chat
Yours: 5 min · Benchmark: 2 min
D
Below Average
Phone
Yours: 8 min · Benchmark: 3 min
F
Needs Improvement
AI chatbot response time
< 3 seconds
Biggest opportunity: Your phone response time is 167% slower than the industry benchmark. An AI chatbot could handle these instantly while your team focuses on complex issues.
Benchmarks sourced from industry reports by Zendesk, Intercom, and SuperOffice. Grades compare your response time to the industry median.
This tool compares your actual response times against industry-specific median benchmarks across three channels:
Your grade for each channel is calculated by comparing your response time to the industry median. An A+ means you're at least twice as fast as the benchmark. A grade of C means you're at or near the median. D and F indicate opportunities for significant improvement.
The overall grade is an average of all three channels. If you don't offer a channel, it's excluded from the average. For businesses looking to improve their weakest channel, adding an AI chatbot to your website is often the fastest path — you get instant response times on chat without hiring additional agents.
It depends on the channel. For email, under 4 hours is considered good (industry median is 12 hours). For live chat, under 1 minute is excellent — the median is 2–3 minutes. For phone, under 2 minutes wait time is the target. An AI chatbot responds in under 3 seconds on any channel, 24/7.
Our benchmarks are sourced from published reports by Zendesk (Customer Experience Trends), Intercom (State of Customer Engagement), SuperOffice (Customer Service Benchmark Report), and HubSpot (State of Service). We use median values by industry to give the most representative comparison.
Response time is consistently ranked as the top factor in customer satisfaction surveys. Faster responses lead to higher CSAT scores, lower churn, and stronger word-of-mouth. For live chat specifically, a Zendesk benchmark report found that customer satisfaction drops significantly when first response time exceeds 1 minute. For email, responses within 4 hours outperform next-day replies in both satisfaction and resolution rate.
Yes — dramatically. AI chatbots respond in under 3 seconds, handling 40–60% of conversations instantly. Even for queries that need human attention, a chatbot can collect context, triage priority, and set expectations, improving the perceived response time. Most businesses see their average response time drop by 60–80% after deploying an AI chatbot.
Enter 0 for any channel you don't use. The benchmarker will still grade the channels you do offer. If you only use email, your grade reflects email performance alone. Consider that adding an AI chatbot is often simpler than staffing a new channel — you get live chat capabilities without hiring chat agents.
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