Front’s Support Report
What defines exceptional customer service, and how are you tracking? Below you’ll see our support team’s real data, from Front Analytics. Using our own product, the team consistently outperforms industry benchmarks, from achieving a 100% reply rate to handling ~93% of inbound inquiries without skimping on speed or quality. Needless to say, our support team members are office celebrities. We hope this data helps set the bar for the industry.
Last updated a day ago
Email: Average response time
Our average response time when replying to an inbound customer email during business hours. Industry benchmarks1 for email response times are generally 12-24 hours.
90 Day Average 2h 8m 19s
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 40s3.
90 Day Average 1m 28s
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%
Real customer responses
“Perfect response, nailed exactly what I was after with easy to follow link on how to do it.”
“Great, fast clear response and willing to find out the bottom of a problem instead of just solving it. Just great.”
“Front team helped me fix my problem and were super nice as always. Very prompt too. Couldn’t ask for more! Thanks!”
“The support team is incredible. Always detailed help, instructive and quick response times. A superb team.”
“Every person who I’ve spoken to at Front has a very similar tone - very helpful, comforting, and super descriptive. I’m constantly in wow of it. Can I steal some of you for my team? Okay okay just kidding. Great team, great company!”
“Thank you very much for your prompt response and GREAT help. This is one of the best and helpful emails from thousands if not ten thousand of messages I have seen/processed in my life. EXCELLENT. Will give you 11 out of 10 stars :)))”
“You really can’t do better than the support I receive from all the team members at Front. They helped me with lightning speed and got my unblocked in record time. KEEP UP THE GREAT WORK.”
“Perfect response, nailed exactly what I was after with easy to follow link on how to do it.”
“Great, fast clear response and willing to find out the bottom of a problem instead of just solving it. Just great.”
“Front team helped me fix my problem and were super nice as always. Very prompt too. Couldn’t ask for more! Thanks!”
“The support team is incredible. Always detailed help, instructive and quick response times. A superb team.”
“Every person who I’ve spoken to at Front has a very similar tone - very helpful, comforting, and super descriptive. I’m constantly in wow of it. Can I steal some of you for my team? Okay okay just kidding. Great team, great company!”
“Thank you very much for your prompt response and GREAT help. This is one of the best and helpful emails from thousands if not ten thousand of messages I have seen/processed in my life. EXCELLENT. Will give you 11 out of 10 stars :)))”
“You really can’t do better than the support I receive from all the team members at Front. They helped me with lightning speed and got my unblocked in record time. KEEP UP THE GREAT WORK.”
“Perfect response, nailed exactly what I was after with easy to follow link on how to do it.”
“Great, fast clear response and willing to find out the bottom of a problem instead of just solving it. Just great.”
“Front team helped me fix my problem and were super nice as always. Very prompt too. Couldn’t ask for more! Thanks!”
“The support team is incredible. Always detailed help, instructive and quick response times. A superb team.”
“Every person who I’ve spoken to at Front has a very similar tone - very helpful, comforting, and super descriptive. I’m constantly in wow of it. Can I steal some of you for my team? Okay okay just kidding. Great team, great company!”
“Thank you very much for your prompt response and GREAT help. This is one of the best and helpful emails from thousands if not ten thousand of messages I have seen/processed in my life. EXCELLENT. Will give you 11 out of 10 stars :)))”
“You really can’t do better than the support I receive from all the team members at Front. They helped me with lightning speed and got my unblocked in record time. KEEP UP THE GREAT WORK.”
We’re beyond proud of our support team
Nicereply Customer Happiness Awards
Effortless Experience and Biggest Growth
2021
Nicereply CSAT Score
Top 10 Highest CSAT Score Globally
2022
Remote Tech Breakthrough Awards
Customer Support Software of the Year
2022
The Stevie Awards
Achievement in Customer Satisfaction and Customer Service Department
2023
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/