Feedback Response Time measures the time it takes for teams to respond to customer feedback after it has been received. This includes acknowledgement, triage, and the first meaningful action or communication. It reflects a team’s agility in closing feedback loops and their commitment to customer-centricity.
Fast response times improve customer trust and satisfaction. Delays in acknowledging or acting on feedback signal friction in feedback handling processes and can result in reduced engagement, product misalignment, or reputational damage.
Track the time between receiving customer feedback and your first response or action.
Include direct feedback (e.g. tickets, surveys, interviews) and indirect signals (e.g. usage analytics, complaints, social media mentions).
Feedback Response Time = Time of First Response − Time Feedback Was Received
Use CRM or ticketing systems with timestamps for intake and first response.
Log and classify all feedback in a central system (e.g. feedback board, product analytics).
Include both manual and automated responses in measurement, but distinguish them.
| Response Type | Target Response Time |
|---|---|
| High-priority issues | < 4 hours |
| General feedback | < 24–48 hours |
| Feature suggestions | < 7 days |
Customer trust: Acknowledging feedback promptly shows users they are heard.
Alignment: Enables faster alignment of product decisions with customer needs.
Engagement: Encourages more feedback by reinforcing a two-way relationship.
Operational awareness: Exposes delays or gaps in support, triage, or prioritisation processes.
Set SLAs for responding to feedback and measure against them.
Automate triage of incoming feedback to ensure prioritisation and routing.
Establish ownership for each feedback type across engineering, product, and support.
Include feedback insights in planning sessions and retrospectives.
Acknowledge all feedback—even if not acted on immediately—with a human response.
Failing to differentiate between feedback types or urgency levels.
Measuring resolution time instead of initial response.
Over-relying on automated replies with no follow-up.
Lack of ownership or workflows to handle incoming feedback efficiently.
Feedback is acknowledged quickly and routed to the right teams.
Customers consistently receive timely, human responses.
Feedback handling becomes a standard part of engineering workflows.
Teams use feedback data to inform decisions and close the loop with users.
[[Lead Time to Customer Feedback]]
[[Customer Satisfaction (CSAT)]]
[[NPS Score Change Over Time]]
[[Feedback Volume per Feature]]
[[Feature Adoption Rate]]
[[Support Ticket Reopen Rate]]