Table of contents
Average Resolution Time
TL;DR
Average Resolution Time measures how long it takes to fully resolve a customer issue—from first report to final fix. It's a key operational KPI for CX and Support teams because faster resolutions typically signal higher efficiency and better customer satisfaction. This metric also reveals where internal processes or handoffs may be slowing down the customer experience.
What Is Average Resolution Time?
Average Resolution Time (ART) is the average time taken to resolve a support case, ticket, or inquiry. It’s measured from the time a customer issue is submitted to the moment it’s fully resolved—not just responded to.
It reflects how efficiently your team can identify, troubleshoot, and close out problems—across support channels like email, chat, or helpdesk platforms.
This KPI helps you:
- Diagnose operational bottlenecks
- Monitor team workload vs. responsiveness
- Set realistic SLAs and customer expectations
Why Average Resolution Time Matters in SaaS CX
Fast response is nice—but fast resolution is what the customer remembers. Here's why ART is essential to track:
Customer Trust Builder: Customers don’t just want answers—they want resolution. ART directly impacts loyalty, especially for B2B users with mission-critical issues.
Signals Process Efficiency: High ART often points to escalations, handoff delays, or unclear ownership—all fixable through better workflows or tooling.
Supports Scalable CX: As your customer base grows, maintaining low resolution times requires systems, not just headcount. ART gives insight into that scalability.
Correlates with CSAT & Retention: When resolution is swift and accurate, satisfaction improves—and frustration (and churn) goes down.
How to Measure Average Resolution Time
To calculate Average Resolution Time (ART), track how long it takes to fully resolve each support issue—start to finish—and then take the average across all tickets.
Use this formula:
Average Resolution Time = Total Resolution Time of All Tickets ÷ Total Number of Resolved Tickets
How to do it:
- Log timestamps when each customer issue is opened and when it’s fully resolved (not just replied to).
- Calculate time-to-resolution for each ticket—typically in hours or business days.
- Average it out over all resolved tickets in your selected time frame (daily, weekly, monthly).
Example:
If your team resolves 100 tickets in a week, and the total time taken is 400 hours, your ART = 400 ÷ 100 = 4 hours
Final Thought
Average Resolution Time is more than a support center KPI—it’s a window into your operational maturity and CX delivery standards. Whether you're scaling support, tightening onboarding, or improving self-service, this metric ensures that customers experience speed and confidence—not delays and uncertainty.
FAQs
What’s a good benchmark for Average Resolution Time?
It varies by industry and support tier. For B2B SaaS, many aim for <24 hours for standard tickets and <4 hours for high-priority issues.
Should ART include weekends or business hours only?
Depends on your SLA model. Some teams measure in absolute time (24/7), others in business hours. Be consistent in how you report it.
How does ART differ from First Response Time?
First Response Time measures how quickly you reply. ART measures how quickly you resolve—which is the more meaningful outcome for customers.
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