GITNUX MARKETDATA REPORT 2024

Statistics About The Average Speed Of Answer

The average speed of answer provides insight into how quickly customer inquiries are being addressed by support teams.

Last Updated: June 18, 2024

How we write

In this post, we examine a range of statistics related to the average speed of answer (ASA) in customer service, contact centers, and various industries. From retail brands’ response times to the satisfaction levels of customers based on ASA, these data points shed light on the importance of timely and efficient customer support.

Statistic 1

"On average, retail brands take approximately 7 hours to reply to consumers' messages."

Statistic 2

"On average, the ASA for email support responses is about 12 hours."

Statistic 3

"Most contact centers strive for an ASA of 20 seconds."

Statistic 4

"The American Customer Satisfaction Index reported that customers are the most satisfied when ASA is under 2 minutes."

Statistic 5

"On average, SaaS companies have an ASA of 2 minutes, 23 seconds."

Statistic 6

"In contact centers worldwide, 80% of calls are answered within 20 seconds."

Statistic 7

"Only 64% of companies actively work on improving their ASA."

Statistic 8

"The average time for a live agent to answer a phone call across all industries is about 28 seconds."

Statistic 9

"Only 36% of call centers are able to maintain an ASA under 20 seconds at peak hours."

Statistic 10

"Airlines have the longest ASA among all industries, with an average response time of 1 hour, 12 minutes."

Statistic 11

"Global status report on customer services says that average speed of answering a call (ASA) in the U.S is more than 30 seconds."

Statistic 12

"The UK Customer Satisfaction Index suggests 15% of customers abandon calls if they have to wait more than 40 seconds - the target ASA for many call centers."

Statistic 13

"Good ASA in emergency call centers (such as 911) is 10 seconds."

Based on the various statistics presented on average speed of answer (ASA) for different industries and contact centers, it is evident that there is a wide range in response times across sectors. While some industries aim for exceptionally fast ASAs of under 20 seconds, others, like airlines, have much longer average response times. The data also highlights the importance of maintaining efficient ASAs for customer satisfaction, with reports indicating higher levels of satisfaction when response times are under 2 minutes. It is clear that achieving and maintaining a quick ASA is crucial for contact centers and organizations to meet customer expectations and enhance overall service quality.

Jannik Lindner

Jannik is the Co-Founder of Gitnux and has been working in the digital space since 2016. He is specialized in content and tech.

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