In field service, response time is the time from when a customer's request is received to when a technician arrives on site. Some contracts define it as time to acknowledge or time to dispatch instead, so check which one you are measuring.
It is the first clock in most service level agreements and the one customers feel most directly.
How to measure response time
Response time = Technician arrival timestamp − Request received timestamp
Average response time = Sum of response times ÷ Number of requests
Say you had 50 urgent calls last month with a combined 200 hours between request and arrival. Average response time is 4 hours.
Averages hide long waits, so also track the share of calls within your target:
Within-target share = Calls with response time ≤ target ÷ Total calls
Report urgent and routine requests separately. A routine maintenance request booked for next Tuesday will drag the average up without meaning anything is wrong.
Why it matters
Response time breaks into parts:
Response time = Time to dispatch + Wait for an available technician + Drive time
For urgent work, the drive is often the part you can change most. The nearest free technician may be 15 minutes away or 70, depending on where the day's jobs put them. Picking the technician who can arrive soonest from their current job, not just the next one free, shortens response time without anyone working faster.
That decision depends on knowing where each truck will be. CrewLink computes travel from the previous job when it checks a slot, which is what field service scheduling needs to give a realistic arrival time. The emergency call scheduling page covers holding room on the board for urgent work.
A common mistake
Promising a response target across the whole territory based on what you can do near the shop. Response time grows with distance. If your service territory is large or uneven, set targets by zone.
Related terms
- Resolution time runs from request to fix.
- Service level agreement sets the response target.
- Drive time is usually the largest controllable part.
Common questions
What is the difference between response time and resolution time?
Response time ends when the technician arrives. Resolution time ends when the problem is fixed. A fast response with a missing part can still mean a long resolution time.
Should response time include nights and weekends?
Only if you offer coverage then. Many SLAs count business hours only, which means the clock pauses outside them. State the rule in the contract.
How do I reduce response time?
Shorten each part: faster intake and dispatch, some capacity held for urgent work, and sending the technician who can arrive soonest from where they are.