Front’s Support Report
We talk a lot about delivering great customer service. To lead with transparency and hold ourselves accountable, we’ve made our team’s core metrics public (and you can publish your own Support Report, too).
We’re proud to report that our support team consistently outperforms industry benchmarks for reply rate, response time, CSAT, and more. We hope this public data helps set the bar for the industry.
P.S. We hit these numbers by using Front 💪
Last updated 6 hours ago
Chat: Average response time
Our average response time when replying to an inbound chat message during business hours.
90 Day Average 1m 29s
Email: Average response time
Our average response time when replying to an inbound customer email during business hours.
90 Day Average 3h 20m 49s
Customer Satisfaction Score (CSAT)
CSAT is an industry standard metric that tracks a customers’ satisfaction with their service experience.
90 Day Average 97%
How do we beat every industry benchmark? We do it using Front.
The best customer experiences are built on stellar service quality. Front streamlines agent and team communication so they can deliver exceptional service and delight customers at every touchpoint.
Take your customer service to the next level“Pretty much married to it” and other real customer feedback
“Our team threatened a revolt if management got rid of Front. Don’t mess with our Front.“
“Because 8 is an infinite up, which is more than 10. I love Front!”
“It is excellent, the highest level of perfection. I love Front more than my children. Thank you!”
“Lord bless the bloodline of whoever came up with the concept of Front & executed the dream into reality.”
“I have been using Front for about 4 years now. I freaking love it. Pretty much married to it.”
“Front is so good, I couldn’t ever imagine not using it.”
“It’s like email in space!”
“I tell everyone I know about Front because I love it that much...”
“Our team threatened a revolt if management got rid of Front. Don’t mess with our Front.“
“Because 8 is an infinite up, which is more than 10. I love Front!”
“It is excellent, the highest level of perfection. I love Front more than my children. Thank you!”
“Lord bless the bloodline of whoever came up with the concept of Front & executed the dream into reality.”
“I have been using Front for about 4 years now. I freaking love it. Pretty much married to it.”
“Front is so good, I couldn’t ever imagine not using it.”
“It’s like email in space!”
“I tell everyone I know about Front because I love it that much...”
“Our team threatened a revolt if management got rid of Front. Don’t mess with our Front.“
“Because 8 is an infinite up, which is more than 10. I love Front!”
“It is excellent, the highest level of perfection. I love Front more than my children. Thank you!”
“Lord bless the bloodline of whoever came up with the concept of Front & executed the dream into reality.”
“I have been using Front for about 4 years now. I freaking love it. Pretty much married to it.”
“Front is so good, I couldn’t ever imagine not using it.”
“It’s like email in space!”
“I tell everyone I know about Front because I love it that much...”
Our support team members are office celebrities
The Stevie Awards
Best Customer Satisfaction Strategy and Customer Service Department of the Year (Computer Software, 100 or More Employees)
2024
The Stevie Awards
Achievement in Customer Satisfaction and Customer Service Department
2023
Remote Tech Breakthrough Awards
Customer Support Software of the Year
2022
Nicereply Customer Happiness Awards
Effortless Experience and Biggest Growth
2021
Data & benchmark sources:
Keeping https://www.keeping.com/content/customer-response-time/
Toister Performance Solutions https://www.toistersolutions.com/blog/how-quickly-should-you-respond-to-email
Superoffice https://www.superoffice.com/blog/live-chat-statistics/
Retently https://www.retently.com/blog/customer-satisfaction-score-csat/