Real time response ratio (RRR)

Definition

This is a simple statistical ratio calculation to quantify and measure the Empathy and Responsiveness dimensions relative to the over all customer satisfaction question. Example: Say a customer starts the encounter at 10.00am. The Bank employee responded satisfactorily to the customer's concern at 10.30 am (The same day) RRR then is equal to 10.00 √∑10.30 = 0.97087= 0.97 (97% satisfactorily rate). If the employee responded satisfactorily by 11.00 then RRR is 10.00 √∑11.00 = 0.9090

Formula

Tags

customer, satisfaction

Metadata

Category: Customer service · Added: May 17, 2026