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KPI for Measuring of Average Time from Customer Contact to Sales Response posted in category Sales

WinningKPI - Sales - KPI for Measuring of Average Time from Customer Contact to Sales Response posted in category Sales Oana Boteanu This indicator is used to record and measure the average time spent from the time the sales person makes customer contact until they receive Sales Response

More details:
Used with the Cost per Lead KPI, this is a very useful tool to monitor time and cost spent per sale. Based on this data, a company can develop strategies to minimise the time spent to achieve a sale (e.g. training of sales staff, better use of technology, etc.).

Formula:
Using a record of sales staff activities, this can be recording per employee, or per entire sales staff by team manager.
Overall time spent on successful sales deals (contact to sale response)/ number of sales responses

KPI Units: time (hours/days)

KPI Time Frame: update once a month

Posted by Oana Boteanu | Help to protect community: Flag for moderation

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Here are comments:

KPI Expert I work for a phone company and this KPI is part of my performance measurement.
An ideal average time from customer contact to sales response is around 1h per sales (if customer wants to buy on the day), or 2-3 days (a total of 1.5 h maybe ) if the customer returns several times to the shop to ask for information.
For example, my ideal sale will be a customer that comes in to ask for a contract with an iPhone. I sit down with the client and explain all options and ideally I seal the sale within 30-40 minutes (explain options, credit checks, fill in information etc.)
However, a great sale is also when the customer came in on Monday to ask for prices (15 minutes) and return Friday to purchase (30 minutes).

Although my main objective is based on number of sales per month, I also use this KPI to measure time I spent face to face with the customer, and the average time it took me to make a sale.

Oana Boteanu | + | September 6, 2012 at 7:43 am

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