A good read from Ray Sweeney and Sensible Business Solutions. . . How important is "Response Time" for you? . . I think businesses want to know that they are being taken care of and supported during a urgency or crisis. In my opinion this is why "Response Time" is the first question being asked. I personally think response time is extremely important as well as many other metrics depending on your business reality. Calculating disruption time is a good idea and I think other metrics like RTO and MTTR should be considered. System availability is another good one in my opinion. I don't think there is a "superior" metric and personally, I'll continue to ask "What's your response time" because I want to be taken care of asap when I have an urgent issue. When it's a simple bug, I don't really care that you take 2 days to answer me. 😋
Sebastien Bouthillette, MBA’s Post
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I help tech executives and teams excel through strategic coaching, workshops, leadership augmentation, and online courses. | Founder, TheTrueVantage | Tech Executive | Leadership Coach
8moGreat insights, Sebastien! Your emphasis on the importance of response time and other key metrics like RTO and MTTR in providing stellar customer service is spot on.