Front’s Support Report

We talk a lot about delivering great customer service – and to lead with transparency and hold ourselves accountable, we’ve made our team’s core metrics public. 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 2 hours ago

Chat: Average response time

Our average response time when replying to an inbound chat message during business hours.

Customers expect average live chat responses around 2m 40s1.

90 Day Average 1m 31s

Email: Average response time

Our average response time when replying to an inbound customer email during business hours.

Industry benchmarks3 for email response times are generally 12-24 hours.

90 Day Average 2h 6m 1s

Customer Satisfaction Score (CSAT)

CSAT is an industry standard metric that tracks a customers’ satisfaction with their service experience.

Surveys are based on a five-point scale and average scores above 90% are considered exceptional5.

90 Day Average 98%

How do we 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
The Stevie Awards

Best Customer Satisfaction Strategy and Customer Service Department of the Year (Computer Software, 100 or More Employees)
2024

The Stevie Awards
The Stevie Awards

Achievement in Customer Satisfaction and Customer Service Department
2023

Remote Tech Breakthrough Awards
Remote Tech Breakthrough Awards

Customer Support Software of the Year
2022

Nicereply Customer Happiness Awards
Nicereply Customer Happiness Awards

Effortless Experience and Biggest Growth
2021