Find the gap between an inquiry and a useful response.
Compare the time an inquiry arrives with the time someone first responds personally. An automatic confirmation can acknowledge the message, but the customer may still be waiting for an answer, a price, or an appointment.
Review a recent set of inquiries from forms, phone calls, and messages. Include evenings and weekends so you can see where requests wait and who is responsible for the next action.
Questions worth reviewing.
Arrival and response times
Record both timestamps using the same time zone. Separate automated messages from staff responses.
Clear ownership
Identify who receives each inquiry and who takes over when that person is unavailable.
After-hours coverage
Check whether customers know when to expect a response and whether urgent requests have a suitable route.
Missed notifications
Look for form messages caught in spam, failed integrations, and alerts sent to people who no longer handle them.
Request The Speed Leak Audit.
Your request goes to the Caboodle team. Please leave out private financial or customer records.
Choose what to change first.
Review one week
Collect a manageable sample and calculate the actual response times.
Fix the slowest handoff
Choose one routing or notification problem and assign someone to resolve it.
Check the change
Review the next sample using the same definitions and compare the results.